Absent Member.
Absent Member.

SM Web Services Attachment handling

Jump to solution
Hi All

I using Connect-It scenario for fetching inbound mails and create interactions from it, using Service Manager Web Services connector. It is working well except if it process mails that contains more than one attachments. In this case the scenario create individual interactions (with the same other details) as many attachments has the original mail (and each interactions contain only one attachment from the original attachment collection). Of course it isn't acceptable way of mail processing, but I really got shucked to solve it. I appreciate any help advice and suggestion.

Our environment's details:
SM RTE: 7.11.281
SM db: 7.11
CIT: 4.11
Tags (1)
14 Replies
Absent Member.. Absent Member..
Absent Member..

I kept finding this thread while looking for the answer for mutiple attachments creating multiple interactions, so I'll put the answer in here:


Under the attachment element, "source for this collection mapping"="Attachment", this is correct.


but under "create Interaction" right at the top, this is also set to "source for this collection mapping"="Attachment", this is wrong, delete it.

Knowledge Partner
Knowledge Partner

Hi there


Could you please share your scenario, i have gotten to point where no more multiples, however I have an issue where interaction created only has the first attachment. It doe snot take the rest of the attachments




Respected Contributor.. Respected Contributor..
Respected Contributor..

Hello gents,


i have a smiliar issue yet i am trying to update incidents, and whenever i have an email with an attachment more i get one or more emails for that update. 


So in other words, if i send an email with 3 attachments i get back 4 updates!!

How can i disable that?



Hazem ElDessouky.

The opinions expressed above are the personal opinions of the authors, not of Micro Focus. By using this site, you accept the Terms of Use and Rules of Participation. Certain versions of content ("Material") accessible here may contain branding from Hewlett-Packard Company (now HP Inc.) and Hewlett Packard Enterprise Company. As of September 1, 2017, the Material is now offered by Micro Focus, a separately owned and operated company. Any reference to the HP and Hewlett Packard Enterprise/HPE marks is historical in nature, and the HP and Hewlett Packard Enterprise/HPE marks are the property of their respective owners.