Attach incoming email to Incident

[Nasir1]

Hello Experts,

I have created an inbound email action using flow designer, that gets content from the email, finds the incident record, and if it finds it, updates certain fields on incident record, if not it creates a new record.

I also want to attach the actual incoming email to incident as well. Is there a way we can attach the same email to the record created or updated using flow designer?

thanks

Nasir

[OlaN]

Hi,

What are you missing from the email? Doesn't the incoming email show up on the activity stream?

[Nasir1]

I dont want to show email content in activity stream i wanted the actual email attached to incident, email has no attachment, its just a simple email with outage information that is updating incident. Once it updates the incident I want the actual email attached to the incident too. I can show contents of email like body text and subject in activity stream but that is not the requirement.

[Eric Luc1 · Accepted solution]

Hi Nasir,

In this case, I think this is what you should do:

1.use flow to generate a file

2.copy the email content to that file

3.save as a attachment to the incident record.

The tricky part is step 1 - generate a file. There is no out of the box flow action to generate a file. You have to write it on your own.

Fortunately, someone already did it for you:

https://community.servicenow.com/community?id=community_article&sys_id=1fb58dbbdb74d9102dc24f78139619cb

Please upvote if you think this comment is helpful

[Nasir1]

Brilliant Thank You Eric, that was really helpful!!