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Incidents not adding attachments


Jeremy
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We have noticed that incidents that are being generated from emails by an analyst are not including the attachments in the request and are 'leaving' them in the emails.

Has anyone else noticed this issue?

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Guest Mohamed

Hey @Jeremy

So this issue should have been resolved in the latest build: 1967. Would it be possible to double check this functionality? If it does, possibly a cache reload may help :) 

Hope that helps

Regards

Mohamed

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Hi Mohamed

I have just tested this on our instance and it is not showing the attachment in the request. We are on the latest build. However the attachment is accessible via the Timeline update when raising from email.

Am I also correct in thinking that the email content also gets copied into the request? Or has it always been that you access the attached email the request was raised from via the Timeline update, and it is just when applying an email to a request that the email text is copied into the request?

Thanks

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Guest Mohamed

Hi @Jeremy @Adrian Simpkins

Thanks for letting us know. Our developers are currently looking into the issue.

Just to confirm, when raising a request via email, does the progressive capture configuration in question have an "Add Attachments" form configured or not?

image.png

Regards

Mohamed

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Guest Mohamed

Hi @Jeremy @Adrian Simpkins sorry for the slight delay in getting back to you, our developers have found an issue and are looking to resolve it.

@Jeremy unfortunately we were not able to replicate the issue under your scenario i.e. Attachment form configured. We're aiming for the resolution which is in the works to resolve all issues 

We'll update you more on this soon

Regards

Mohamed

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On 7/8/2020 at 4:45 AM, Adrian Simpkins said:

Hi Mohamed, no option for attachment on our Raise New from email process - should there be one?

Hi Adrian,

This is the case that you need the attachments form when manually raising requests from an email. This can be really helpful as at the time of raising the request you can strip any attachments that you don't want, like logos in the signature.

 

If you don't want the Attachment form showing up when raised from other sources like a portal, the mobile, or by phone you can have a branch in your progressive capture to check the source.  If the source is email, then show the attachment form.  

image.png  

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