Martyn Houghton Posted February 3, 2016 Share Posted February 3, 2016 When rasing new request from an email, as expected the textual elements of the email are auto populated into the summary and description fields in the Request Details form, withouth any inline graphics. Any attachments on the email are also added to the request, but there is neither a copy of the email attached to the incident or the inline graphics. This means that critical information and context is lost when the request is logged. Is there some configuration options to enable the inclusion of inline graphics as attachments on the request or the email object itself? Cheers Martyn Forum Admin Edit: The functionality was provided in one of the earlier Service Manager builds. This thread is now locked. Link to comment Share on other sites More sharing options...
James Ainsworth Posted February 3, 2016 Share Posted February 3, 2016 Hi Martyn, When a request is raised from an email, within the Request Details sections there is a source field that includes a link to the full original email. This should show the inline graphics. I need to confirm this but I was certain that if you include the Attachment Progressive Capture form in the New Request Progressive Capture Script, then if you are manually raising a new request from an email this Attachment form will include the attachments from the email and let you decide which ones you want to include in the request as attachments. We do also have some planned work in our backlog to look at how the emails are presented in the timeline of a request. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted February 4, 2016 Author Share Posted February 4, 2016 James Thanks for the pointer. I have found it now - the View Email option under more Actions. It would be good to make it more apparent an email is attached to a timeline entry and be able to view it with a single click. Cheers Martyn Link to comment Share on other sites More sharing options...
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