Shamaila.Yousaf Posted June 23, 2017 Share Posted June 23, 2017 Hi. We have noticed in the past couple of days that attachments received by email are not being added to the call automatically. Analysts have had to go back into the call and manually add. Has anyone else had this issue or is it a change we need to apply our end? Hope you can assist. Regards Shamaila Link to comment Share on other sites More sharing options...
Victor Posted June 23, 2017 Share Posted June 23, 2017 @Shamaila Yousaf have a look at the following threads: Is it the same issue you experience as discussed there? Link to comment Share on other sites More sharing options...
Shamaila.Yousaf Posted June 29, 2017 Author Share Posted June 29, 2017 Thanks @Victor, I assumed that as it did not appear under the 'attachments' section that it didn't exist in the call. I tried to locate the original attachment via the 'Details' section however; this did not appear with the 'More' Option. After reading your email (properly) you are correct it appears on the very first timeline where it specified 'Request has been logged from Email by: ****' the 'More' option was displayed and choosing the 'View Email' allowed me to view the attachment. Any ideas why this may not have been automatically added to the 'Attachment' area as mentioned by @SJEaton it would not be easily seen by the call owner. At least this saves my team from having to saving the attachment locally and manually adding to the call. I'll communicate this with my colleagues in case an attachment appears missing. Clarification on the above would be great though. Thanks in advance. Link to comment Share on other sites More sharing options...
Victor Posted June 29, 2017 Share Posted June 29, 2017 @Shamaila Yousaf If the request is logged by auto responder (you will see the timeline being created by System Autoresponder and the timeline entry mentioning it) then there is nothing it can be done. Auto responder is not currently designed to process attachments. Is something that we looking to improve in the future. If the request is logged by an analyst from an email then your progressive capture for "raise new" needs to have the "Add Attachments" form. If the progressive capture does not have this form, the email attachments will not be processed... 1 Link to comment Share on other sites More sharing options...
Shamaila.Yousaf Posted June 29, 2017 Author Share Posted June 29, 2017 Thanks @Victor the call was not created by System Autoresponder so will have @DeadMeatGFor @neil hutchinsoncheck the settings in the progressive capture as you have mentioned above. Regards Link to comment Share on other sites More sharing options...
m.vandun Posted July 6, 2017 Share Posted July 6, 2017 @Victor I've tried this and added the add attachment to the progressive capture. During request creation the attachments are shown in the screen but when creating the request no attachments are added. Regards, Mark 1 Link to comment Share on other sites More sharing options...
m.vandun Posted July 11, 2017 Share Posted July 11, 2017 @Victor Any updates on this issue? Mark Link to comment Share on other sites More sharing options...
Victor Posted July 11, 2017 Share Posted July 11, 2017 @m.vandun not yet I'm afraid ... Can you tell me the request reference for the test and I'll have a look at this today... Link to comment Share on other sites More sharing options...
m.vandun Posted July 11, 2017 Share Posted July 11, 2017 @Victor I've tried with 2 test requests: IN00006101, IN00006100 Mark 1 Link to comment Share on other sites More sharing options...
Victor Posted July 11, 2017 Share Posted July 11, 2017 @m.vandun I had to create a test request (IN00006244) which I canceled to see what the issue is since I was unable to spot any error in the logs. So, what happens is that your "Add attachments" form is actually in a progressive capture that switches after selecting a service catalog item (the "parent" progressive capture). You can see when the capture switches, there is no more attachment section on the right-hand side summary. My suggestion is to have the "Add Attachments" form in the progressive capture for the catalog item(s)... the "child" progressive capture... EDIT: hold on to this, there might be some ProCap configuration which might be the underlying cause for this, please bear with me while I'm having a bit more thorough look... 1 Link to comment Share on other sites More sharing options...
Victor Posted July 12, 2017 Share Posted July 12, 2017 @m.vandun so, following up on the above, can you please change the "Start - Incident" progressive capture from this: ...to this: And give it another try (test)? Link to comment Share on other sites More sharing options...
m.vandun Posted July 17, 2017 Share Posted July 17, 2017 @Victor Changed this in the progressive capture and the attachments are now shown. Do I need to change this for all starting captures? Link to comment Share on other sites More sharing options...
Victor Posted July 17, 2017 Share Posted July 17, 2017 @m.vandun if the "starting" capture always branches upon selection of a catalog item, meaning all your starting captures have "Service Details" form, then yes, please change it in all your progressive captures... 1 Link to comment Share on other sites More sharing options...
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