Attachments from a reply email on a case

[Gautam Gattu]

If there is an email that contains attachment and this email is received as a reply to an existing open case then the attachments are not visible from the case form. The user has to navigate to the email tab and open the email to view the attachments. 

[Maik Skoddow]

Hi @Gautam Gattu 

OOTB the email attachments remain at the inbound email records, which makes sense in most of the cases.

If you want them on target record you have to implement that behaviour by yourself.

A simple and fast approach is to use a flow. On https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/flow-designer/reference... you can find an example.

Kind regards
Maik

If my answer replied your question please mark appropriate response as correct so that the question will appear as resolved for other users who may have a similar question in the future.

[Maik Skoddow]

Hi @Gautam Gattu 

Did my reply answer your question?

If so, please mark appropriate response as correct so that the question will appear as resolved for other users who may have a similar question in the future.

If not, please tell me what you are still missing.

Kind regards
Maik

[Gautam Gattu · Accepted solution]

Created a BR on sys_attachment table

After & Insert

Filter - sys_id is not empty

==============

(function executeRule(current, previous /*null when async*/) {

var sys_id = current.table_sys_id;
var att = new GlideRecord('sys_attachment');
var catt = new GlideRecord('sn_customerservice_case');
att.addQuery('current.table_sys_id');
att.query();
if (att.next()) {
GlideSysAttachment.copy('att', current.sys_id, 'catt', sys_id);
}

})(current, previous);