E-mail attachments

The E-mail Listeners application stores attachments from incoming e-mail on the application server. You can view attachments in the E-mail Processing tab of the E-mail Listeners application.

The mail server can control the size of the attachment. You can contact your mail server administrator to discuss these controls, and to determine the file types allowed on the E-mail Listeners mail server.

Example

Sally tries to print a file and receives an indecipherable error message. She sends a free form e-mail with a screen capture describing the problem to help@support.com, the company site for service desk e-mail requests. The E-mail Listener application retrieves the message from Sally, and creates a service request with identifier 123.

Frank, a service desk agent, reviews service request #123, searches the knowledge base, and finds a solution. He opens the Communications Log containing the initial e-mail from Sally, creates a communication with the solution, and sends it to her.

All details of the interaction between Frank and Sally are stored in the Communications Log for service request #123.



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