Auto add attachments from email

[lee mcdermott]

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]

@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]

https://wiki.hornbill.com/index.php/Routing_Rule_Templates#Attachments

 

[lee mcdermott]

@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