Image/picture is not loading on incident form activity formatter when user replied to the mail

[Rex2]

Hi extert,

i have sent the email  from incident to affected user and then user replied with that mail with attched some  png image .

The mail i can see on incident form which user sent me , but unable to see that png image which user attched .

saw the attchemnt on incident as well but not found , when i check the email logs there i can see the images .

Please guide ,me what can be the reason.

please check attched the logs as well

Thank you

[Tony Chatfield1]

Hi, there is a Flow designer action specifically for moving inline attachments from the sys_email record to the 'target' record and so I suspect that you are seeing OOB behaviour; and I can replicate this in sandiego PDI.

Move Email Attachments to Record action (servicenow.com)

You could use the flow activity to move the attachment to the Incident,
or could use an after insert BR on sys_email to update the sys_attachment table_name and table_sys_id to the  target records sys_class_name and sys_id. 

[Rex2]

Hi @Tony Chatfield ,

Thanks for the reply  🙂 , I'll check your answer and get back to you

[Rex2]

Hi @Tony Chatfield ,

AS i understood from your above statement , This is expected behaviour provided by SNOW .

and if we want to have these inline pictures on incident we need to update the OOB flow designer and need to create new BR .

correct me if i wrong

[Tony Chatfield1]

Hi, that is my understanding of the situation; but it is possible someone else will update this thread with another\better answer.