Drew Davies Posted March 27, 2018 Share Posted March 27, 2018 Morning everyone, We've had a few people who have emailed our Service Desk regarding an open ticket and their email contains an attachment (a .doc or something similar). Although the email itself is being added to the relevant ticket, the attachment isn't being added to the 'Attachments' section. Is this something that's a config we need to turn on somewhere? Currently we need to scroll through the timeline, view the email, save the attachment then go back to the ticket and add it. Thanks in advance Link to comment Share on other sites More sharing options...
Guest Posted March 27, 2018 Share Posted March 27, 2018 @Drew Davies We are currently investigating this. We will get back to you with feedback soon Thanks Pamela Link to comment Share on other sites More sharing options...
David Hall Posted March 27, 2018 Share Posted March 27, 2018 Hi @Drew Davies I think this post probably provides the best response to your question. I will ask our Product Managers to review this again in response to your post. Kind Regards, Dave. Link to comment Share on other sites More sharing options...
James Ainsworth Posted March 27, 2018 Share Posted March 27, 2018 Hi @Drew Davies The automatic adding of attachments for emails that have been used in a Routing Rule to raise a request had not been implemented due to concerns raised by customers where requests would have the potential to be filled with images provided in email signatures. The was the original behaviour when manually raising a request from an email which resulted in hundreds of attachments for some requests where email conversations were continued between the customer and the Service Desk. One thing that we could look at is making it easier to manually take an attachment in an email viewed from the timeline and have it added as an attachment on the request. For now, to help find these emails in the Timeline, you can use the Timeline Filter and select ''System''. There will also be an attachment icon on the emails that include attachments. Regards, James Link to comment Share on other sites More sharing options...
Drew Davies Posted March 28, 2018 Author Share Posted March 28, 2018 Hi @James Ainsworth, I had a feeling that the signature images may have been involved with this. Is there no way to simply automatically add all attachments that aren't image file types? Most attachments for us are Word docs/Excel spreadsheets (although I would understand if this isn't the case for most people). Failing that you could have a modifiable setting that dictates a minimum image file size to qualify for automatically being attached? E.g. any images >200KB auto-attach and anything less than that doesn't? Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 3, 2018 Share Posted April 3, 2018 Hi Drew, We hadn't considered restricting the automatic adding of attachments for a particular file type or the size. The problem with the size option is that a text file could easily be very small if it was a log file that contained a couple of lines. You will have mix of some attachments being added and others not. While the automatic raising of requests using the Routing Rules is great for automatic emails sent from monitoring systems or from web forms, there can be more flexibility with manually raising requests from the emails in the Shared Mailbox. Selecting attachments is one of those things you can do when manually raising from an email. I know that some customers find it a challenge to monitor the email queue as well as the request queue, but capturing the right information at the time the request is raised can certainly help speed things up later on. Regards, James Link to comment Share on other sites More sharing options...
Hannah Jeffries Posted April 4, 2018 Share Posted April 4, 2018 @James Ainsworth Regarding your comment "For now, to help find these emails in the Timeline, you can use the Timeline Filter and select ''System''. There will also be an attachment icon on the emails that include attachments." Our team has noticed that the paperclip reflecting an attachment is not always on the System responses. We've had multiple examples where customers add an attachment and respond via email, but Hornbill does not reflect the paperclip so we do not have a visual that an attachment was added by the customer. This is resulting in delays as we are scrubbing through responses to attempt to find the attachment. Any ideas? I'm also opening a support case. Thank you! Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 4, 2018 Share Posted April 4, 2018 Hi @Hannah Jeffries Thanks for your post. I will see if I can replicate what you are experiencing while the support case is being looked at. Regards, James Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 4, 2018 Share Posted April 4, 2018 Hi @Hannah Jeffries would it be possible to post a screenshot of a system message where the attachment icon is missing? Be sure to mask out any names or email addresses if displayed on the screenshot. Regards, James Link to comment Share on other sites More sharing options...
Hannah Jeffries Posted April 4, 2018 Share Posted April 4, 2018 @James Ainsworth See below ticket #16125 Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 4, 2018 Share Posted April 4, 2018 @Hannah Jeffries Under the More Actions menu on the bottom right of the screen shot you should be able to use the View Email option access the full email which should also indicate that this particular message had an attachment. Can you check that this is the case. There are some settings that restrict the size and file types used on attachments and I just want to make sure that it is not actually being stripped from the email. Regards, James Link to comment Share on other sites More sharing options...
Hannah Jeffries Posted April 4, 2018 Share Posted April 4, 2018 @James Ainsworth If I click on 'view email' I can then see the attachment. But, up front, I have no indication that an attachment exists. Link to comment Share on other sites More sharing options...
Victor Posted April 4, 2018 Share Posted April 4, 2018 @Hannah Jeffries ticket #16125 was processed by routing rules (System AutoResponder). The routing rules will process the email but they will not process attachments. This is the current design: the routing rules are simply not designed to process the attachments. Therefore the only way to see them is via the "View Email" option. Please not that this is only for emails processed by routing rules. Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 4, 2018 Share Posted April 4, 2018 @Victor I agree that attachments will not be added directly to a request when the Routing Rules are used, however this is not what is being asked. It seems that on occasion the icon that highlights that an email has an attachment is not displayed. This does normally show even when using the Routing Rules. Link to comment Share on other sites More sharing options...
Adambingley Posted November 19, 2019 Share Posted November 19, 2019 On 4/4/2018 at 9:12 PM, James Ainsworth said: @Victor I agree that attachments will not be added directly to a request when the Routing Rules are used, however this is not what is being asked. It seems that on occasion the icon that highlights that an email has an attachment is not displayed. This does normally show even when using the Routing Rules. Hi James, With regards to this, can 'clicking' the paperclip show you a list of attachments for you to select from, its quite frustrating having to look through the email. Thanks Adam Link to comment Share on other sites More sharing options...
James Ainsworth Posted November 20, 2019 Share Posted November 20, 2019 Hi Adam, I'm not sure if that is possible, but I'll try and find out more. We are currently working on an option that will include these attachments in the Attachment section of a request when requests are raised from the Routing Rules. Possibly that will help. This should be available over the next 6 weeks. Link to comment Share on other sites More sharing options...
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