Is it possible to have the image display in the work notes and the attachments automatically?

[mania]

Hi,

We have encountered an issue when forwarding emails to an existing case with attachments or images. While the image appears in the System Log - Emails, it does not show up in the Case Work Notes, and the attachments from the email are not being added to the case ticket. Is it possible to have the image display in the work notes and the attachments automatically added to the case ticket?

Can anyone please help on this, it will be useful.

Thanks!

[Bhimashankar H]

Hi @mania ,

Enabling the 'glide.ui.journal.use_html' system property allows for HTML/rich text editing in work notes. This supports inline images that you paste or upload directly while editing work notes—these images are both embedded in the work note and stored as file attachments on the record.

Work notes in the case are typically populated with the email body as plain text. Inline images show up as broken CID content or as attachment links, but not as visible inline images unless further processing occurs.

To automatically show images/attachments from forwarded emails inline in the work notes Ensure your work notes field is set to HTML, and 'glide.ui.journal.use_html'='true' so rich content (including images) is supported.

You need write some Action script to:

1. Move email attachments from the sys_email record to the case record.

2. Parse the email body’s HTML, detect <img src="cid:..."> tags, and replace them with content URLs pointing to the attached images now stored on the case.

3. Update the HTML field (work notes) with this rendered HTML so images appear inline

Give it a try!

References Added

Render journal field entries as HTML , HTML Content in Work notes and emails , Paste Inline Images in comments 

Thanks,
Bhimashankar H

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If my response points you in the right directions, please consider marking it as 'Helpful'. Thanks!

[Bhimashankar H]

Hi Mania,

I hope you saw my reply. 

If my response points you in the right directions, please consider marking it as 'Helpful' & 'Correct'. It will help future readers as well having similar kind of questions and close the thread.

Thanks,
Bhimashankar H