Interaction attachment in ticket is missing and shows 'RemovedAttachmentLog' instead.
SAP Service Cloud
Reproducing the Issue
- Go to the Service work centre.
- Go to the Tickets view.
- Open ticket ABC (ABC represents the ticket ID).
- Go to the Attachments facet.
- Observe that instead of attachment under the Interaction Attachments tab, RemovedAttachmentLog is displayed.
If an incoming e-mail contains active or malicious attachment, then such attachments are removed before saving the e-mail in the system.
The log file is created with the details of attachment removed and the error from the virus scanner, so that the agent is aware about such attachments.
service, ticket, service request, interaction attachment, attachment, removed attachment log, log file , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-BF-ATT , Attachments , Problem