Martyn Houghton Posted November 22, 2018 Share Posted November 22, 2018 @Victor In your FAQ post (below) from August you mention "This functionality is currently being developed and will be introduced in a future update." in relation to processing attachments. Is there an update on when this will be released? Cheers Martyn Link to comment Share on other sites More sharing options...
Victor Posted November 22, 2018 Share Posted November 22, 2018 @Martyn Houghton there are several threads discussing this, it looks the one where this is discussed the most is this: Link to comment Share on other sites More sharing options...
Martyn Houghton Posted November 22, 2018 Author Share Posted November 22, 2018 @Victor Thanks, I have asked James for an update on the other post. As you may have guessed from all my posts I trying to implement Routing Rules in our system. Cheers Martyn Link to comment Share on other sites More sharing options...
Victor Posted November 22, 2018 Share Posted November 22, 2018 20 minutes ago, Martyn Houghton said: I trying to implement Routing Rules in our system. I am sure you will be successful. As a side note, although we are not very fond of the Jedi order as we follow different paths, we agree on this: Do or do not. There is no try. 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted February 5, 2020 Share Posted February 5, 2020 We have recently provided an update in the Service Manager build 1816 that allows you to enable the adding of attachments to a request when the request is created or updated from an email. Creating a New Request In Administration under Home > Applications > Hornbill Service Manager > Email > Routing Rule Templates, you can now enable an option to include attachments that have been sent with the email on the new request. This will apply for each Routing Rule Template where it has been enabled. Updating an Existing Request When an email automatically updates an existing request using the Routing Rules, you can have the attachments that have been sent with the email, automatically added to the request that is being updated. The Service Manager settings are: app.email.routing.rules.update.addAttachments.IN - Add attachments when updating an Incident app.email.routing.rules.update.addAttachments.SR - Add attachments when updating a service request These setting apply to ALL requests of the specified type. Regards, James 1 Link to comment Share on other sites More sharing options...
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