Displaying images from emails inline, not as an attachment.

[richard_selby]

Most of our support enquiries arrive by email, and are viewed by the support staff in the Activity Log section.
This works fine when the email is mostly plain text, bar a corporate logo. But some clients send us notifications in the form of a pretty diary of planned outages rendered by a graphic designer.
ServiceNow strips off the attachment and requires the user to click a link up the top of the screen.

Is there anyway we can get ServiceNow to display png/jpg attachments inline with the text on the activity journal?

A related problem is HTML table data in emails. All HTML is stripped. Is this configurable?

[richard_selby]

Thanks for letting us know it is in the pipeline, John.
I too have raised an enhancement request through Hi for this.

[Dan_Berglin]

Hi,

I solved this for a customer earlier but I dont have the code left and I may have forgotten steps.

Basicly you create a new journal field on your task called something like HTML Email where you put the html-body of the mail record.

Create a before business rule that wraps the emails HTML-body in [code] [/code] before writing to the new field. This business rule must also remove or at least change (dont remember) the <base> html-tag, or else the rest of the page will have problems rendering.

Include the new field in your activity log.

Kind regards,

Dan Berglin

[oleost]

I didn't solve the issue in this thread by this method, but i did manage to format html text-fields and remove the html-tags when it was inserted in the comments-field, for those who are intrested. All that was needed was to add a business rule which encapsuled the html-content in code-tags

[masella]

Hi Ole,

Could you please share the steps you did to get this to work.

Thanks in advance

Anthony

[dlj23]

Any updates?

Can we get the steps to allow the images to display? I'm trying to do something similar.

I have an inbound email that creates a new incident. I want to put in the comments the entire body of the email including the images. However, right now even if I encapsulate the html body with [code][/code] it still shows "inline image 1", etc. and not the actual image.

Thanks.

Jason L