Attachments on HR Cases from Inbound Actions

David357
Tera Contributor

Hi Community,

 

we encounter a problem when it comes to attachments from Inbound Actions.
The goal is of course, to get attachments displayed in the created HR Cases, which unfortunately does not work by itself - at least not everytime.

 

When checking the email attachment-table, I can see that the file was found, but no action has been performed here:

 

David357_0-1668119612433.png

 

Since we are not talking about a custom table, I expected this to work by itself, as it does e.g. on Incident records.

Other posts mentioned, to enforce the copy-over within the Inbound Action script, but because the copy function seems to work at least sometimes, I'm hesitating here, since we also don't want the same attachment to show up twice on one record.

 

My imagination slowly comes to an end and the only idea I have left would be a scheduled script execution, checking the email attachment-table for unprocessed files....or a delayed script initiation from the Inbound Action, which does the check after x minutes and copies the file over, if needed. However, this doesn't sound like a best practice.

 

So did anyone have the same issue before and can give me a hint on how to fix this otherwise?

 

Thanks in advance!

3 REPLIES 3

Susan Britt
Mega Sage
Mega Sage

It should work automatically.  Have you confirmed the file extension type and size fit into your system properties for allowed files types and size limit?

michaelj_sherid
ServiceNow Employee
ServiceNow Employee

HI @David357 . Can you give more of your use case? Was this a case creation or an update to an existing case? Understanding more of the use case can allow us to give more of a prescriptive suggestion. It could be the OOtB security stopping this, but will not know until we understand more details of your use case.


Regards,

Mike

I Agree...