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.

[Jan Raphael Caa]

Thanks. I've already looked into the links. The closest thing that I can do here would be creating a business rule on the Email Attachment table. Its a bit risky as it may cause a little bit of a performance issue.

[Omkar Mone]

As Mark mentioned, there isn't a built-in conditional control for attachments in the new compose email option. However, you could implement a customization that determines whether to retain attachments after the email is saved in the `sys_email` table. This would involve writing a "before" Business Rule to clear attachments as needed.

It's important to consider that this approach is a customization on the `sys_email` table, which could have global implications if not implemented carefully. You should ensure the conditions are sufficiently tight to avoid unintended effects elsewhere and prevent any performance impact.