Inbound action

muthu kumar · ‎12-21-2022

I have created an inbound action and while the mail was sent to servicenow instance it skipped the inbound action condition and created incident tickets. Then I made few more changes and selected the reprocess email UI Action in the email logs. It created a case in the respective place but the attachment is not added in it. Why and what should I do to attach the attachment in the respective case

Nilesh Wahule · ‎12-22-2022

Hi @muthu kumar ,

In my opinion, This is happening because when any attachment is received with email in system. Its stored in sys_email_attachment table with action as None. When the inbound action process the mail, it appropriately attach this attachment to the respective target record and status of action field for referred email attachment is changed to Attached to target Table. You can validate this one by comparing the file name between sys_email_attachment and sys_attachment table. Hence when you reprocess the email, as the attachment was already attached to target record ( Incident ), it won't be attaching to your new target record ( HR Case ).

Note : After changing configurations, New mails attachment should go to new target ( HR case ) directly.

Please validate and let's discuss if any questions.

Please mark my answer as helpful/correct if it resolves your query.

---

Nilesh Wahule

View solution in original post

Susan Britt · ‎12-21-2022

OOB the attachment should be included, unless the attachment is too large or an unsupported file extension. You can find these settings in System Properties > Security.

muthu kumar · ‎12-21-2022

The attachment was added in the misplaced case but when I reprocess that email it is not added to the case form

Susan Britt · ‎12-21-2022

The Reprocess email function should add any attachments from the email to the newly created case record. Did a new case get created when you reprocessed the email?

muthu kumar · ‎12-21-2022

Yes, it created a new case but the attachment was not added in the case form