Pasting screenshots into email reply??

[Gemma4]

Is it possible for a user to reply to a servicenow email and paste a screenshot that will then add the screenshot as an attachment to the corresponding ticket?  Currently they are either coming in blank or not getting received. 

[PiyushKatyayan]

Yes, it's possible for users to reply to a ServiceNow email with a screenshot, and it should be added as an attachment to the corresponding ticket. However, if the attachments are not being received or are coming in blank, there are several potential reasons and solutions:

---

1. Check Email Parser Configuration

2. Confirm Email Format

3. Check Email Client Compatibility

4. Verify the Inbound Action Rules

5. Validate Email Size Limits

6. Check Mail Log

7. Ensure Ticket Matching

8. Escalation for Inline Image Handling

example script snippet for handling inline images:

if (email.body) {
var inlineImages = email.getInlineImages();
for (var i = 0; i < inlineImages.size(); i++) {
var attachment = new GlideSysAttachment();
attachment.write(email.target_table, email.target_sys_id, inlineImages.get(i));
}
}

Further you may also want to:

1. Test attaching screenshots both as inline images and as file attachments using different email clients.
2. Verify your ServiceNow email configuration and inbound action scripts.
3. If the issue persists, involve your ServiceNow admin or consult with the ServiceNow support team to ensure no specific instance-related restrictions are causing the problem.

[Satoshi Abe]

@Gemma4 

the following knowledge article would be helpful for you.

>The image filtering properties can be set up in the [sys_properties] table as per requirements:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0749517

[vishwajeet5550]

To ensure that a screenshot is attached to the corresponding ticket, the user must attach the screenshot as a file in their email reply, not paste it into the email body. ServiceNow can then process and attach the file to the appropriate record through the correct email processing configuration. If the screenshots are not showing up as attachments, it might be due to email format issues, configuration settings, or the way the image is inserted into the email.