Attachments not added to incident from inbound email action?

peterraeves · ‎01-03-2018

When we send an email with txt attachment to SNOW, it processes the email in the inbound email actions like below. It finally stops at Create Incident for BULL Monitoring'. Strangely it is reported as 'Skipping', while the incident is actually created as INC1386084, but 'target' is not set. The INC is created, but the attachment is not copied. So 2 unexpected behaviours happen. Any idea why? I assume the attachment is not copied, because the target is not set? But why is the target not set as the INC is created correctly?

peterraeves · ‎01-03-2018

Exactly what I needed

when creating, I did

current.insert()

when updating, I did

current.get(incident.getUniqueValue()); /* add values */ current.update();

View solution in original post

Jaspal Singh · ‎01-03-2018

Hi Peter,

Could you check if the condition for inbound are satisfied.

peterraeves · ‎01-03-2018

Yes, it is satisfied, as you can see from the screenshot.

Deepak Ingale1 · ‎01-03-2018

Inbound action with Type and Target Table set to "None"

Above link will assist you to solve issue where TARGET is showing as blank.

Once done, I guess attachment should get copied, if not you need to query sys_email table and copy the attachments programatically from email to incident ( or target ) record using GlideSysAttachment API

peterraeves · ‎01-03-2018

This article talks about the 'Target' field on the 'Inbound Action', while I am talking about the Target field on the Email record. I guess it's the new year, so I don't understand how this solves my issue. Could you clarify exactly what I should change, so the email target is set correctly after processing the incoming email?