Copy Attachment from Universal Request to Incident

[Luiz Lucena]

Hello, 

We started using Universal Request and we have few teams that should receive an Incident right away from Universal Request, this part so far is working fine except for one point, the attachments included in the Universal Request form in the portal are not being copied from UR to INC. 

The UI action Create Incident however is working as expected, if there is an attachment in the UR and an INC is create out of that UI action, the attachments and comments are transferred. 

Also, I could not find which script is responsible for that copy in the UI action. 

Anyone has any idea where should I look?

[Fabian Kunzke]

Hey,

This business rule could be an issue, but i wouldn't bet on it. Could you check first, where this businness rule came from? And to check if it acutally is causing the issue, set it to inactive and test again.

Also, the copying attachments could also be impacted by this property:

sn_uni_req.com.snc.universal_request.copy.attach

Could you please check both of these topics?

Regards

Fabian

[Luiz Lucena]

That BR is ootb, looks like was introduced with plugin com.snc.universal_request_core.

The properties are set to True.

I've opened a case with SN.