Inbound action

[muthu kumar]

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 · Accepted solution]

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.

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Nilesh Wahule