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Raising new request from email - missing inline images

Martyn Houghton

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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?





Forum Admin Edit: The functionality was provided in one of the earlier Service Manager builds. This thread is now locked.

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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.

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