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 🙂

[kalpana Mokle]

[shloke04 · Accepted solution]

Issue is not within the instance, I believe.

If you see your screenshot the attachment itself is missing and is not received in ServiceNow and hence it was not copied to the Target Table.

When ever a email comes in with Attachment it will be shown in Attachment columns as for example shown below:

For OOB tables like Incident you do not need to write any custom or any code ServiceNow handles it automatically and copies it to Target record as far as I know.

Try sending an email with an attachment and see if that works or not. Might be user has not sent the attachment only because if they would have sent then it should be visible here in your screenshot above.

Try with a new email with attachment and let me know how you go with that? Also what type of attachment are you sending?

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

Regards,
Shloke

[kalpana Mokle]

Thank you so much @shloke04 for your help 🙂