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.
You can configure the mxe.listener.process.cidimages property to determine how images that are embedded in free-form e-mails are processed in the E-mail Listeners application. By default, the property is set to 1, and images are embedded as a hyperlink in the long description of the service request and also added as individual attachments to the service request. If the property is set to 0, images are added as an attachment to the service request but are not embedded in the long description. Supported image formats include JPEG, PNG, and GIF.
The E-mail Listeners application does not modify the display size of the image when it is embedded into the long description of the service request.
Example
In the following example, the mxe.listener.process.cidimages property is set to 1.Sally tries to print a file and receives an indecipherable error message. She sends a free-form e-mail that describes the problem to help@support.com, the company site for service desk e-mail requests. In the middle of her e-mail, Sally embeds a JPEG image of the error message. 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. He can click the link that is embedded in the long description of the service request to view the error message. Frank 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.