Claire, For our environment we used the Attachment Alternative field Email (ID: 18100) from the Advanced Options tab on the AR System Email Messages form to attach the entire email to the Work Info note.
[cid:image001.png@01D0A9AA.8C742220] The reason we chose to go this route was there was no guarantee on the number of attachments anyone would send, this could include graphics in people's signatures and any screenshots in the message body. We did not want to create many extra attachment fields and we did not want to go through the trouble of building workflow to zip all attachments into 1 file, especially when we could attach the original email in its original format, including every attachments, to the ticket itself. We then created a Filter with a qualification pertinent to the work info notes we wanted this process to fire on and that took care of our issues. There were a few complaints in the beginning about having to first open an email attachment only to then have to open another attachment or two. However, as time went on people came to love this method because it kept everything intact, even the message headers, and it has been very well received. Levi Lippincott / Remedy Administrator +1 402 561 7014 office +1 402 321 5421 mobile levi.lippinc...@interpublic.com<mailto:levi.lippinc...@interpublic.com> Interpublic Group 6825 Pine Street, Omaha, NE 68106 "Talent is a Gift; But Character is a Choice." -Matt Grotewold- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Wednesday, June 17, 2015 3:21 PM To: arslist@ARSLIST.ORG Subject: Adding an attachment to a work info form via email ** I am at my wits end! ARS 7.6.4 ITSM 7.6.4 Email 7.6.4 I have all the functionality in place to update a WorkInfo field on a Work Order. I want to be able to include an attachment if the person sends one. In my tests, the attachment does not fail. It shows that it is in the attachment join form. How do I get this to show on my Work Order form. I've gone through the communities and the KB. [cid:image002.jpg@01D0A9AA.8C742220] _ARSlist: "Where the Answers Are" and have been for 20 years_ This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
