The attachment skipped in inbound action

[kalpana Mokle]

Hi Expert,

ServiceNow inbound mail interface receives mail, and generate incident tickets based on the inbound mail content. In addition, the file attached to the incoming email must be attached to the newly created tickets,but we  noticed that multiple tickets are generated without any attachment file, but the incoming emails actually contains the attachment.

sometimes incoming mails that are successfully processed (incident ticket correctly generated with the incoming mail attachment attached to the incident ticket.

What can be the root cause .

Hi @shloke04  , @Maik Skoddow any suggestions..

Thanks in advance 🙂

[Martin iTSM]

Hey there,

i can`t directly provide you with a solution - only a few thoughts on what to check.

First make sure none of the limitations described here are being exceeded.
Your instance might have different values set - so check there.

SN fires an event in case an attachment is discarded > inbound.email_attachments.discarded
Eventually you can leverage that to track down the issue better?

Is there any pattern for the missing attachments or eventually some custom logic allowing only certain file types?

Are the attachments in the [sys_attachment]-table? Or are they not there at all?

If they are there - check if the table name starts with ZZ_YY ... in that case - if i remember corect - they will not be shown on the form view.

Cheers!

Martin

[kalpana Mokle]

Thank you so much  for your help 🙂

[shloke04]

Hi @kalpana Mokle 

Couple of things I would suggest to look at in order to debug this:

1) The attachment might be too large, too small, not a supported attachment extension, etc. Please check the file extension which is coming in from Inbound email to Servicenow if that is supported or not.

Below is the link for the system property which checks this:

https://instance.service-now.com/nav_to.do?uri=sys_properties.do?sys_id=650b07dbc0a80006004f95f2c929335d

Replace "instance' with your instance name.

One trick is to try attaching the document directly to the ServiceNow record and see if it will attach. If it doesn't attach, it might be a system property for "attach" that is blocking it.

2) Scenario 2 to validate:

Are you doing this for a Incident table or some custom table? If it is an Incident table it should happen automatically but for custom table it will not work which is an expected behavior:

Resolution:

Please follow the clear steps mentioned in below HI article:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0953178

3) Scenario 3 to validate:

If it is a new Email and attachment not getting attached then try using current() insert in your inbound action code where you are creating record

If it is an update then use current.update()

Please go through below threads and see if they are helpful to you:

https://community.servicenow.com/community?id=community_question&sys_id=5593c765dbd8dbc01dcaf3231f961900

https://community.servicenow.com/community?id=community_blog&sys_id=9cbc2a25dbd0dbc01dcaf3231f961999

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[kalpana Mokle]

Thanks for quick response.

In subject I can see