lee mcdermott Posted July 27, 2020 Posted July 27, 2020 Hi, When raising a request from email, is there a way that an attachment on the email can be automatically added to the request? Or do you have to download it, log the request than upload it? The option to add attachment only seems to be for already existing requests (not new ones) thanks lee
Steven Boardman Posted July 27, 2020 Posted July 27, 2020 @lee mcdermott if you are manually raising a request from email - if so in the progressive capture you are using, if you include the Attachment pc form, you will see the email's attachments presented to you, they are auto added, you can choose which to remove (if any), before raising the request Orignal email PC with attachments form If you are using routing rules once a request is raised, and you want emails relating to the same request to auto update the request ,you can also use these settings to allow any attachments to an email updating a ticket, to also automatically add any attachments to the email Admin Console > Apps > Service Manager > Settings app.email.routing.rules.update.addAttachments.IN app.email.routing.rules.update.addAttachments.SR app.email.routing.rules.update.addAttachments.CH app.email.routing.rules.update.addAttachments.PR
James Ainsworth Posted July 27, 2020 Posted July 27, 2020 https://wiki.hornbill.com/index.php/Routing_Rule_Templates#Attachments
lee mcdermott Posted July 27, 2020 Author Posted July 27, 2020 @Steven Boardman thats great thanks steve, I don't have the attachment form in the progressive capture, will add it and try that. Also auto updating existing calls sounds good also. We have routing rules and our calls do update via email, so this will help also for auto adding attachements. thanks lee
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