Jamie Talbot Posted May 7, 2020 Share Posted May 7, 2020 Hi All, When emailing into a change ticket the attachments don’t append to the attachments field in the ticket. This works in service requests and incidents but just not for change requests. The first image shows an email with an attachment being sent into a service request and the attachment appending to the request. Whereas the second image shows an attachment being sent via email into a change request and the attachment not appending to the ticket. Thanks Jamie 1 Link to comment Share on other sites More sharing options...
David Hall Posted May 7, 2020 Share Posted May 7, 2020 Hi @Jamie Talbot Thanks for the post. The original intention for autoresponder email updates was to provide an option for "Customers" to respond/provide updates to their requests (Incidents/Service Requests) and therefore currently the attachment/email functionality and related settings are only applicable to Incidents and Service Requests, only a basic update will be applied to other request types. If you have specific needs around this please feel free to post back and they could be considered for future enhancements. Kind Regards, Dave. Link to comment Share on other sites More sharing options...
nasimg Posted May 7, 2020 Share Posted May 7, 2020 Is there a setting to enable adding the attachment automatically to Incidents and Service Requests when getting autoresponder email updates, this would be helpful to us Nasim Link to comment Share on other sites More sharing options...
nasimg Posted May 11, 2020 Share Posted May 11, 2020 Hi @David Hall; @Jamie Talbot Just wondering if there is a setting to add attachments automatically to Incidents and Service Requests when getting autoresponder email updates. Nasim Link to comment Share on other sites More sharing options...
Jamie Talbot Posted May 11, 2020 Author Share Posted May 11, 2020 Hi @nasimg, I think these are the settings which allow attachments to be added to the ticket automatically. Thanks Jamie 2 Link to comment Share on other sites More sharing options...
nasimg Posted May 11, 2020 Share Posted May 11, 2020 @Jamie Talbot Perfect exactly what I needed - and a +1 for changes and problems. Nasim 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted July 27, 2020 Share Posted July 27, 2020 As of Service Manager build 1993 we have added the two Service Manager settings that when enabled, will link the attachments to change and problem requests from an incoming email updates. app.email.routing.rules.update.addAttachments.CH app.email.routing.rules.update.addAttachments.PR Hope that helps. Regards, James 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted July 28, 2020 Share Posted July 28, 2020 @James Ainsworth There does not seem to be a post in the Announcement section of the forum for the release of Service Manager Build 1993. Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted July 28, 2020 Share Posted July 28, 2020 Hi Martyn. Looks like it arrived shortly after your post above. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted July 29, 2020 Share Posted July 29, 2020 @James Ainsworth Thanks. Was there a reason the announcement was after the build was released and auto applied by the new process? Cheers Martyn Link to comment Share on other sites More sharing options...
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