email Emails not adding attachments

[Jeremy]

We are finding that when logging emails the attachments are not adding to the request, they are viewable by looking at the original email, but they used to appear in the attachments section of the request but it appears that this is no longer working?

[Steven Boardman]

Hi @Jeremy if this relates to requests raised manually from emails then the following discussion should help.

 

[Jeremy]

@Steven Boardman I can add this to the Procap but for the Raise New it switches to the New flow after a service is chosen so do we need to add the attachment node before this switch? as we have it after....

[Steven Boardman]

@Jeremy in my test example i have the same set up - so i have a Raise New PC (as below, after the service details it switches to a CI PC if chosen)

 

It invokes the following if i choose the catalog item (Mac Deep Clean), which has the add attachments form in it's flow

 

And the attachments from the Corrupted Excel Spreadsheets email are available in the add attachments section automatically for me.

Workbook 1 and 2 in this example

  

Which in turn are added to the request on creation (automatically)

 Do you not see the attachments in the righthandside panel when viewing the add attachments form in the progressive capture you have switched too?

 

 

[Jeremy]

@Steven Boardman I have checked several jobs that have been logged and the attachments are not adding when they are being raised via emails.

[Steven Boardman]

@Jeremy ok we may well need to get support involved here, but before this could you confirm if you have more than one Add Attachments form in your progressive capture flow? so i bean in the initial and then the switched too one - i want to rule out the fact that a second attachment form maybe negating the first if that makes sense?

 

[Jeremy]

@Steven Boardman we only have the one node in the PCF

[Steven Boardman]

@Jeremy ok thanks for confirming, i have asked my colleagues in support to look at this post and to see if we can get to the bottom of this for you

[Victor]

@Jeremy can you give me an example of a request raised recently (last 7 days) which has this issue?

[Jeremy]

@Victor this one was raised today... IN00836586 you should still have access to our instance

[Victor]

@Jeremy - there was an issue with handling attachments, fixed in SM build 1452. Please update to this build and let us know if the issue still persists.