Integration - attachment handling

SW7 · ‎07-28-2020

Hi Community,

I have an integration currently in place and have attachments for incidents being sent within a 1 minute expiry when the attachment is on the attachment table for over 1 minute the attachment is not included when the ticket is sent over API.

The above avoids duplication of attachment sending of old attachments, however sometime agents will first attach an attachment to the record, then will complete the ticket, which by the time they have completed the ticket the attachment is over 1 minute and doesn't get sent.

Is there a better way to handle attachment handling? to avoid the duplication of attachments going backwards and forwards with the 3rd party integration?

Many thanks

Steve

vkachineni · ‎07-28-2020

Maintain a custom table with name of integration, task, attachment sys_ids that were sent over. Select the attachments for the incident that are not in the list to send over.

Please mark Correct and click the Thumb up if my answer helps you resolve your issue. Thanks!
Vinod Kumar Kachineni
Community Rising Star 2022

SW7 · ‎07-28-2020

Vkachineni,

Thank you for your advice, however I should have mentioned that I want to avoid having to maintain custom tables on the instance.

Many thanks

Steve

MrMuhammad · ‎07-28-2020

I am using a custom true/false field on the attachment table which turns to true when attachment successfully sent. I flip the value based on response received from API call and while sending the attachment my script first check whether the value of custom field is true or false. if true, attachment gets ignored.

Thanks & Regards,

Sharjeel

Regards,
Muhammad

SW7 · ‎07-28-2020

Sharjeel,

Thank you so much for the answer, that look like a really good solution, would you be able to share the details of the script needed just for this action and the a screenshot of the attachment table where its configured?

Many thanks

Steve