Skip to page contentSkip to chat
ServiceNow support
    • Community
      Ask questions, give advice, and connect with fellow ServiceNow professionals.
      Developer
      Build, test, and deploy applications
      Documentation
      Find detailed information about ServiceNow products, apps, features, and releases.
      Impact
      Accelerate ROI and amplify your expertise.
      Learning
      Build skills with instructor-led and online training.
      Partner
      Grow your business with promotions, news, and marketing tools
      ServiceNow
      Learn about ServiceNow products & solutions.
      Store
      Download certified apps and integrations that complement ServiceNow.
      Support
      Manage your instances, access self-help, and get technical support.
Of multiple inbound email actions triggered only one has the sender attachment - Support and Troubleshooting
  • >
  • Knowledge Base
  • >
  • Support and Troubleshooting (Knowledge Base)
  • >
  • Of multiple inbound email actions triggered only one has the sender attachment
KB0793361

Of multiple inbound email actions triggered only one has the sender attachment


2213 Views Last updated : May 16, 2023 public Copy Permalink
KB Summary by Now Assist

Issue

When user send email with attachment to their service-now instance, it triggers two inbound email actions 'Inbound Action 1' and 'Inbound Action 2' to create two records in different table. Ideally, both generated records should contain the attachment that sent from original sender. However, attachment exists in the record created by 'Inbound Action 1', but empty in the record created by 'Inbound Action 2'.

 

If we disable one of the inbound action like 'Inbound Action 1' , and send the same testing email with attachment. Inbound action 'Inbound Action 2' will create the record with attachment as expected. 

Resolution

This behaviour is expected and briefly documented here under "Attachment" heading:

https://docs.servicenow.com/csh?topicname=c_InboundEmailActions.html&version=latest

"If an inbound email contains one or more email attachments, the inbound email action adds the attachments to the first record the action produces."

Attachments store the relationship to target record and can only be associated to one record at a time.


The world works with ServiceNow.

Sign in for more! There's more content available only to authenticated users Sign in for more!
Did this KB article help you?
Did this KB article help you?

How would you rate your Now Support digital experience?

*

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

What can we improve? Please select all that apply.

What are we doing well? Please select all that apply.

Tell us more

*

Do you expect a response from this feedback?

  • Terms and conditions
  • Privacy statement
  • GDPR
  • Cookie policy
  • © 2025 ServiceNow. All rights reserved.