How we can add email as an .msg attachment into record when creating record using inbound action.

[pooja123]

I want to add incoming email as an .msg file attachment to the newly created record. This record is getting created from the inbound action. I am able to attach email as .eml file but it is not showing images (HTML files).

[Tony Chatfield1]

If you need to retain the full email either use a local email address as your servicenow email address and forward the messages to the instance from your exchange server, retaining a copy in an email archive there, or copy whatever you need header, message body etc into your work_notes as part of your insert process. You can also keep the sys_email record untill your task has been closed 12 months then archive or purge.

[Dubz]

Why is your inbound action not just creating an incident directly?

Do you need to retain the email on the original record? If not you could always try adding in some code to update the email record to realign it to the new incident. The instance field on the sys_email form is what links an email record to a task. 

[pooja123]

Yes, I need to retain email on original record as well.

[steven89]

Pooja,

Did you ever resolve this? I have the same requirement.

Steven

[nagaraju13]

Pooja did you achieve this?

if so please share ur knowledge.

Regards

Nagaraju