Mail manager is not creating incidents if the incoming email contains an attachment

Version 1
    Question

    Mail manager is not creating incidents if the incoming email contains an attachment and the sender recieves a reply stating: The process Incident is not in a valid state to carry out the action. Or the process Incident does not support the Action create.

    Answer

    The Add attachment action instance has not been setup as an optional action inctance on the Open status.  This means that the add attachment action is not available at the point a new incident is opened which is preventing the mail engine from adding the attachment from the email to the new incident.

     

    Add the 'Add Attachment' Action instance to the Open status on the Incident process.

    Environment

    ITBM All versions