Attachment from Email not getting attached to Incident

[Sohini Kar]

Requirement is: Whenever anybody sends an email to xxx@servicenow.com, incident ticket is created. Incident is getting created successfully but the attachment is not getting attached in the incident.

All of these is happening from a flow design.

I tried adding "copy attachment" action, but the it is still not working. The attachment is not getting attached to the incident.

I created run script action:

Can someone please help me to fix this? I just need the attachment from Email to get added in the incident ticket.

[Mark Manders · Accepted solution]

There's an OOB 'Move Email Attachments to Record' action available. Just add the email record and the target record as input and all attachments are copied.

[pr8172510 · Accepted solution]

Hi,

This can be achieved using Flow Designer with the correct attachment handling action.

1. Trigger
   • Use: Inbound Email
2. Create Incident
   • Table: Incident
   • Map fields:
     • Short description → Subject
     • Description → Body Text
     • Caller → User Record
3. Add Wait (Recommended)
   • Add a Wait for 2–3 seconds step
     (ensures the record is committed before attachment move)
4. Move Attachments
   • Add action: Move Email Attachments to Record
   • Configure:
     • Email Record → Trigger → Email Record
     • Target Record → Create Record → Incident Record