attach original email to incident

[greggh]

Is it possible to attach the original email that auto-generated an incident to that incident? What we see is that the body of the email is moved to the incident description, and any attachments in the email get attached to the incident.   What I'd like to do is attach the actual email itself (as an Outlook .eml, .msg, etc.) file.   By stripping out all of the embedded screenshots into pure attachments, we lose all context between the screenshots and the text.   Also, we have some InfoPath forms, and just the XSN and XML files get attached, not the actual email file, so it's impossible to forward that form/email or reply to it while keeping it intact.   What I want is for the original email itself to be attached to the incident so I can forward/reply to the formatted email without losing any context.

[aman_saxena5]

Hi,

You can save the emails on your local machine and attach it to your incident using the paper clip icon but that'll just create a .msg format email and copy the information from it.
If that's not what you want you can create an inbound action to create/update your request that'll copy the email data to the work notes.There is an 'Update Requested Item' inbound action to handle a response to a Requested Item email that copies the email body into the Comments field.

and you can even check it out
http://wiki.servicenow.com/index.php?title=Update_Incidents_with_Attachments#gsc.tab=0

http://wiki.servicenow.com/index.php?title=Activity_Formatter#gsc.tab=0

If it was of any help to you please leave a like/helpful or thanks.

[greggh]

As I indicated, there is already an inbound action that copies the email data to the work notes/incident details and saves any embedded screenshots or attachments as attachments to the incident.   I want to know how the tool can automatically save the actual email object (not the body, the whole intact email) as a .MSG, .EML, etc. file attachment.   Again, I'm not talking about including just the text of the email in the incident details when a ticket is opened, nor am I talking about updating requested items.

Maybe this example will clarify.   Imagine the below email with embedded screenshots is submitted and processed by the ServiceNow email processing engine.   Now imagine that you, as a ServiceNow user, want to either forward or reply to this email, with the images still embedded at the proper places.   As it stands today (as far as I can tell), all I can do is copy the text out of the incident and paste it in a new email, then individually copy each of the screenshots that were saved in SN as attachments, and paste them into the appropriate locations in the email.   In the below example, say you want to forward the original email to somebody who has not seen it, and you want to say or ask something about the laptop and forest images, without losing reference to the contextual text around them?

From: reporter@mycompany.com

To: servicenowemailprocessor@mycompany.com

Sent: 11/18/2016 9:53 AM

Subject:   Some text with embedded screenshots

Here is an embedded screenshot showing something useful:

Here are a couple other embedded screenshots showing other information:

A bunch of text here, and another helpful embedded screenshot:

Here is some kind of reference back to he laptop and forest screenshots.

[agnieszkac6]

Hi Gregg, Did you find solution for this?

[greggh]

Not yet.   I know I can VIEW the entire email intact if I go to the CALL record, but I still can't include it/the images in a reply/forward.