* * * New or Improved for 2014.1 * * * Sending an Email with an Image

You can send an email to create a record (such as an incident) and include an embedded image.

Images over 32KB do not appear when using Internet Explorer 8, due to limitations of that version of the browser. Use a different version of Internet Explorer or use another browser to use this feature.

Log into the Service Desk Console as an administrator and open the Email Config workspace.

Under Incoming message handling general rules, set Store Journal Email As to HTML.

Tenant Email Configuration - Store Journal Email

Set your email client to create emails in HTML format. The following shows the Options > Mail page for Microsoft Outlook.

Microsoft Outlook Mail Settings Example

Compose your email and paste an image into the body.

Set the To value to the email address configured to pick up incoming emails. See Incoming Email Processing.
Set the subject to the value recognized to create a record. See Create or Link Objects via Email.

When the email is received by the system, a new record is created (such as a new incident). The image link appears under the Details tab. The actual image appears in the email received under the Activity History tab.