Out of the box, ServiceDesk will not take attachments from responses and attach them in to an incident. A copy of existing workflow and some modifications can restore this functionality.
1) In SD.Email.Monitor, go to the ProcessMessage model.
2) On the top right of the workflow, highlight and copy the components from "Are there attachments?" to "Merge HTML" (We will not need Merge HTML, but it makes the copy and paste clean)
3) Insert an Embedded Model Component after "Add Response to History" (in the same decision line for Yes outcome for "Is Email a Task Response" Name it something like "Check for Attachments" {Mine is named "Attachments?" here}
4) In the embedded model, paste the components you took in to step two of this document. (See #4 on the screenshot below.)
5) Replace the "Merge HTML" component with the End component. You should have three (there will be four after step #6) links to End. (See #5 on the screenshot below.)
6) After the Start Component, create a "GetIncidentByTrackingID" component. a. "Found" should go to "Are there attachments?" b. "Not Found" should go to the End component. (See #6 on the screenshot below.)
7) Here are the properties of the GetIncidentByTrackingID component (added in step #6)
8) Modify the "Get Document Category By Name" component. Change the Category name from "[NetIncidentProcessID]" to "[Incident.ProcessID]"
The other components should stay the same name/properties.
Nothing to add, but I am grateful for this. Well done!
I got this working. Redid it this morning and "GUID" show up as an option and it is working great. Thanks for the great instructions.
I also agree that this should have been added out of the box.
I am trying to run through this on my system and for some reason I can not find "GUID" as an option for the tracking ID which I am assuming why it isen't working for me. I tried to manually add that as a value but didn't work. I am I missing something that "GUID" would not show up for tracking id in your step 7? Thanks
Here's the way I did it an I agree this should already be there by default.
Thanks for the information and guidance! - this was a simple fix that you would have thought would have been built-in.
Steve