Attachments don’t strip from emails on Change Requests - This does work for SR and IN’s

[Jamie Talbot]

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

[David Hall]

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.

[nasimg]

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

[nasimg]

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

[Jamie Talbot]

Hi @nasimg,

 

I think these are the settings which allow attachments to be added to the ticket automatically.

 

Thanks

Jamie

[nasimg]

@Jamie Talbot

Perfect exactly what I needed - and a +1 for changes and problems.

Nasim

[James Ainsworth]

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

[Martyn Houghton]

@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

[James Ainsworth]

Hi Martyn.

Looks like it arrived shortly after your post above.  

 

[Martyn Houghton]

@James Ainsworth

Thanks. Was there a reason the announcement was after the build was released and auto applied by the new process?

Cheers

Martyn