Email Client Configuration: Preventing Attachments in the ticket conditionally

[Jan Raphael Caa]

Hi Everyone.

Good day!

If you compose an email in the ticket, usually the attachments are getting attached to the ticket. Is there a way to prevent the attachments from getting attached to the ticket conditionally? For example if the recipient of the composed email is not the Opened For, then the attachments are going to get attached to the email record instead of the ticket.

[Mark Manders]

At this moment it's attach or don't attach, no conditions possible. I can imagine this changing at some time in the future, but OOB you can only say 'include attachments' true/false.

[Abbas_5]

Hello @Jan Raphael Caa,

Please refer to the links below:
https://docs.servicenow.com/bundle/xanadu-platform-administration/page/administer/notification/conce...

https://www.servicenow.com/community/developer-forum/email-client-add-attachments-from-the-incident-...

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0793391

If it is helpful, please mark it as helpful and accept the correct solution. In future, it might be helpful for someone to refer to this solution.
Thanks & Regards,

Abbas Shaik

[Mark Manders]

Just wondering: which of these three links provides the answer to the question that is asked? Even the support article only tells that you can attach or not. The conditions you put in the attachment handling are related to the email record, not to the incident. It could be I am missing it (and I hope I do, because I know lots of clients would like this functionality), but I don't see the answer.

[Jan Raphael Caa]

Yea.. client will love this if we can somehow add a condition on where the attachment will be added.  But for now, I'll explain to them that this is not possible as per the OOTB configuration and doing customization will be a little risky.