attachment not sync
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05-20-2025 04:57 AM
Hello Team,
We have E-bonding integration where incident is created through email , now whatever attachment in email is attached though current incident however when this is outbound transaction , now my requirement is whatever attachment in incident at instance A that now this attachment needs to be attached other instance (B) . image syncing not happing properly when attachment attached via email while creation of incident .
Please Advise.
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05-20-2025 05:04 AM
so basically you want to sync attachments between records in 2 instances
if yes then check these links
Unable to send attachment via REST
Business rule to send attachment to 3rd Party Tool via REST
Send attachment via rest message
If my response helped please mark it correct and close the thread so that it benefits future readers.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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05-20-2025 05:14 AM
@Ankur Bawiskar exactly however i am able to sync the attachment that we are manually attaching from one instance to another instance , however what incident is created though email and that email have attachments right that attachments needs to attach other side when incident is created to other side of instance.
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05-20-2025 05:16 AM
when the email is coming and it's creating incident, the files are getting attached on the newly created INC?
How are you sending the files from instance A to instance B?
If it's via Business rule then is that business rule triggering when file is attached to the newly created INC via email?
If my response helped please mark it correct and close the thread so that it benefits future readers.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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05-20-2025 05:32 AM
when the email is coming and it's creating incident, the files are getting attached on the newly created INC?
-- > it is attached to instance A when first time created it goes outbound then other ticket that created to other instance not attached properly.
How are you sending the files from instance A to instance B?
-- > through business rule.
If it's via Business rule then is that business rule triggering when file is attached to the newly created INC via email?
-- > yes only sync that we are attaching manually to the ticket not for email