ServiceDesk

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.