Attachment not carried from case to RITM

[vinod6]

Hi,
Attachment and comments are attached in the Case is not being carried over to the RITM it is made by email reply.  Is it an expected behavior?  or 
Is it possible for the attachments to be carried over?
In case it is possible provide script for this . 
It is help for us.
Thanks!!

[shantanu_patel8]

Hi @vinod6 ,

The suggested way would be to create relationship instead of copying the attachment from one table to another one. 

The process is defined in detail here : https://www.servicenow.com/community/developer-blog/tnt-quot-related-attachments-quot-related-list/b...

Please mark the answer helpful and correct if it helps the issue. Happy scripting 🙂

-Shantanu

[Ankur Bawiskar]

@vinod6 

This won't happen OOTB.

if the inbound email is coming on CASE record then attachments and comments will be updated only on the target record i.e. case and not any other related record

If you wish to do this then you will have to use custom logic in your inbound email action, query the RITM table based on the link with Case and add comments and file to RITM record

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@vinod6 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@vinod6 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.