Idea ID: 1771449

Images within the body of incoming emails

Status : Duplicate
over 2 years ago

Hello everyone,


Currently, when somebody adds an image to the body of an email and sends it to SMAX for auto Request creation, this image is not included in the "Description" field of the Request, either as an image or OCR generated text.

It would be great if users could add images and send them to SMAX for ticket creation, not as attachments but within the body of the email.




  • Thanks for submitting your idea! It looks like this is a duplicate with this one /it_ops_mgt/itsm/i/sma-x-ideas/add-screenshots-from-email-into-description. We are closing this idea; please add your comments and vote to the duplicate.

  • Hello,

    My personal opinion as a SMAX user is that the current behavior is not very logical. When one adds an image to the message body (as people very often do) and this email is then read by OPB as request, SMAX only shows the text part in the description field. The whole email is then attached to the request as one .eml file.

    How is the agent supposed to know that there is an image in the attachment without every single time to open up the .eml file?

  • Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team


  • Just my personal opinion. I think the current way via attachments is quite logical. It also make it easier to share the attachments instead of trying to grab parts from the Description field to share. Description field is text based and is used in many searches. To change the Description field type to cater for images will add complexity and complicate search functionalities.

    A manual check box to apply OCR on the attachments by the user when the user is sending captured images of text, which are then appended to Description field with OCR start and ending blocks may be a better compromise.