BMC Helix Remedyforce - Email Services are Not Attaching Attachments

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    PRODUCT:

    BMC Helix Remedyforce Service Desk


    COMPONENT:

    Remedyforce



    PROBLEM:

    Remedyforce Email Services are Not Attaching Attachments


    CAUSE:

    The context user on the email service email address does not have the proper rights.


    SOLUTION:

    Change the Context User to an Admin User or a User with the Service Desk Staff or Service Desk Change Manager Permission Set.

    Setting the Context User:
    1. Login into Salesforce | Click Develop | Click Email Services.
    2. Click the Remedyforce Email Listener
    3. Under Email Addresses | Click the Context User
    4. Click the User Action Menu (Square icon with downward facing triangle) | Select User Detail.
    5. Click Permission Set Assignment | Click Edit Assigments
    6. Add either ServiceDesk Staff or ServiceDesk Change Manger to user | Click Save.
    7. Send an email with an attachment to the Remedyforce Email listener.
    8. Verify the Incident creates and the attachment is attached.
     


    Article Number:

    000311077


    Article Type:

    Solutions to a Product Problem



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