Help Needed: Automating Attachment Addition and Work Note Updates on Email Replies

[shareef_223]

Hi everyone,

I'm looking for assistance with automating a process in ServiceNow. I have a requirement where whenever a user replies to an email and includes an attachment, the attachment needs to be added to the corresponding target record, and the work notes for that record should be updated with the content of the reply.

Could anyone provide guidance on how to achieve this functionality using inbound email actions and scripting?

Thanks in advance,
Shareef

[Dr Atul G- LNG]

Hi @shareef_223 

Did you try the inbound email action with type = Reply. That will solve your issue., 

[shareef_223]

Hi @Dr Atul G- LNG ,

I tried these inbound email actions. but it is not working. My requirement is to add the attachment to the target record when reply mail triggered with the attachment.

Could you please help me.

Thanks,

Shareef

[Dr Atul G- LNG]

Hi @shareef_223 

OOTB it should attached the attachment as well.. Are you able to see attachments in incoming email logs?