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12-18-2018 07:40 AM
I have a scenario where the attachments on the Incident table should be sent over to the third party via email notifications and I was able to achieve it via email_script.
The main challenge is that if they send an attachment via email to servicenow, how do we copy that attachment into servicenow and associate with its incident opened here. We have an inbound email action defined to read the body of emaiil and reading the data.
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Incident Management
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12-18-2018 07:47 AM
It should happen automatically by default.
If not, you can perform current.update() in inbound email actiion.
If it still not work, please feel free to use GlideSysAttachment() API using copy() method
Note: Please mark reply as correct / helpful if it answers your question
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12-18-2018 07:46 AM
Let me make sure I understand.
IncidentXYZ in ServiceNow sends an email to 3rd party with attachments.
3rd party replies back, but their attachments aren't being attached to IncidentXYZ?
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12-18-2018 07:54 AM
Requirement is - I should be able to send the atachment from SNOW via email to XYZ and he will process on his side and attach to his ticket or else he can send an attachment via email at any point ( Might be when he opens ticket or probably attach something via update ) we have Inbound action for his incoming actions, this is the time where we need to check if he has sent an attachment in email and copy that to our incident record in SNOW
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12-18-2018 07:57 AM
You're describing two different features. Lets forget everything on the 3rd party's side for processing. Its their responsibility to make that work.
Are you describing a scenario where they send you an email with attachments and you need to attach them to an incident on your side? If that's the case, where's the difficulty?
1) You can't find out which incident to attach to?
2) You knwo what incident to attach to, but its just not doing it?
3) A new incident should be created with attachments from 3rd party's side
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12-18-2018 07:59 AM
Perfect sorry for the confusion. You got me right so that is 3rd point I am referring to :
1. They send an email with attachments and we have to read it, raise an Incident on our side with those attachments included
