enhancement Update request losing email attachments via routing rule

[jameswsouthall]

Hi,

We've currently set up a routing rule on our instance which auto updates tickets based on a ticket ref being in the email subject. This is working fine but we have noticed that if the email that gets sent in has attachments on them the routing rule will attach the email to the ticket timeline but it strips out any attachments.

Is there a setting to allow it to auto upload attachments when it updates the ticket or is it a bug in the current system?

Thanks in advance,

James

[Steven Boardman]

Hi James

Thanks for your post, currently there isn't a setting to enable this. The requirement has been raised and will be reviewed and we will update, we will update once we have more information on a solution.

Kind Regards

Steven

[James Ainsworth]

There are settings for each request type that control if attachments are included when updated via the routing rules.