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Unable to View Attachments in Emails Associated to Records through Outlook Integration

Data pubblicazione: Oct 13, 2022
Descrizione

Users are unable to add attachments with associated emails via Salesforce Outlook add-in (as well as the Add Email button, the Side Panel, or the Email to Salesforce under Email in Activity History section).

Also, they can see the name of the attachment present but the link to view the attachment is missing.


Issue

1) Unable to save attachments with emails
2) Attachment name is visible on the added email but the actual attachment is missing from the page.
Risoluzione

This issue could be related to either or both of these:
 
  • Saving attachments is not enabled under the user's personal Email to Salesforce settings
  • The Attachment field is missing from the Task page layout
 
To address this issue follow the following steps:
 
  1. You must make sure that saving attachments is enabled under your personal settings. Depending on your organization these steps could be different.
  2. Log in to Salesforce and choose one of the following
 
For non-Enhanced Setup Menu:
  1. Click your Name | Setup
  2. Under Personal Setup expand Email | My Email to Salesforce

For Enhanced Setup Menu:
  1. Click your Name | My Setup
  2. Under My Settings click Email | My Email to Salesforce

In Lightning Experience
  1. Click your avatar | Settings
  2. Under Settings click Email | My Email to Salesforce
 
  1. Make sure the box for "Always save email attachments" is checked, if not check it and click Save.
  2. Try to associate (attached) an email with an attachment and then log-in to Salesforce again and locate the record you added the email to (or unresolved item queue) and click the Activity History link on top and look for the attachment near bottom of the page.
  3. If the Attachments section is missing from the Email, you must add it to the Tasks page layout.
 

In Salesforce Classic

  1. Go to the Salesforce Setup menu and under Customize click Activities | Task Page Layout
  2. Click Edit under the Action next to the Page layout.
  3. Click Related Lists and on the right-hand side, you should see the Attachments field.
  4. Drag and drop it to the Related list section on the page and save it.

 

In Lightning Experience

  1. Click the gear icon on the upper right part of the screen | Setup | Object Manager
  2. Under Label click Task
  3. Click Page Layouts | Task Layout 
  4. On the available fields on the toolbar section, click Related Lists.

 

Check the email you have previously associated and you should be able to see the attachment


For more information, see the following references
When I add emails to Salesforce, how can I add attachments 
Inbound email attachments are saved as 'winmail.dat'

Numero articolo Knowledge

000386360

 
Caricamento
Salesforce Help | Article