Forwarding an email received in Servicenow with Attachments

[Nishant16]

I am using the below Business rule to forward any email received in Servicenow on a closed incident to itsupport@itisupport.com

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

    var sysid = current.instance; //geting sys id of incident from target field
    var gr = new GlideRecord('incident');
    gr.addEncodedQuery("sys_id", sysid);
    gr.query();
    if (gr.next()) {
        var state = gr.state; //getting state value
    }
    if (state == '7') { //if state in closed

        var mail = new GlideRecord("sys_email");
        mail.initialize();
        mail.mailbox.setDisplayValue("Outbox");
        mail.recipients = ("tsupport@itisupport.com");
        mail.subject = ("Fw: " + current.subject);
        mail.body = (current.body);
        mail.type = "send-ready";
        mail.content_type = "multipart/mixed";
        mail.insert();
    }


})(current, previous);

my query is how can i add the attachments to this email i am forwarding as well?

[Adrian Ubeda]

Hi Nishant,

Have you tried to achieve this using inbound email actions? Check the docs: https://docs.servicenow.com/en-US/bundle/sandiego-servicenow-platform/page/administer/notification/concept/inbound-action-processing.html

You can create a rule for forwarding this kind of email that matches your conditions and attachment would be forwarded as well.

If it was helpful, please give positive feedback.
Thanks,

[Nishant16]

Thanks for the response, but unfortunately i cannot find my answers in the link you shared

[Adrian Ubeda]

The attachment that you want to forward are attach into the incident or into this new incoming mail?

Thanks,