[Email Attachments not appearing in requests]

We also noticed that all formatting has been removed when emails are uploaded into Hornbill, Could this be why the attachments are being stripped off? Is there a setting to upload the full email with attachments, logo's etc rather than just plain text?

[Email Attachments not appearing in requests]

On ‎2‎/‎20‎/‎2019 at 9:56 PM, James Ainsworth said:

Hi @Michael Leonard

The message you are getting where you are told that you don't have access to the email indicates that either you don't have rights to the mailbox where the email resides or the original email has been deleted.

Hi James, I am a Service Desk Analyst and have had access to these emails previously. Iv spoken with my Manager who is also experiencing the same issue?

[Unable to view customer emails]

It appears that when viewing an email via a call it only allows me to see an email from an analyst and not a customer. Once I click on the view email tab on an email from a customer I get oops, you do not have access to this email?

[Email Attachments not appearing in requests]

We have also had other reports from customers adding an attachment via email. It shows in the timeline the paperclip showing an attachment has been added but when you click view email its not there. Here is an example call - IN*16098 -  25/1/19 @ 10:47. Now when I try clicking view email I am being told oops, you do not have access to this email??