When an attachment is attached to Email Client window, it's not attached to the associated record like incidents. - Known Error

When an attachment is attached to Email Client window, it's not attached to the associated record like incidents. Description After opening the Email Client editor window from a record (like incident), and creating an attachment (an image file in particular) with the Attachment button, the attachment does not get attached to the underlying record and not to the sys_email record.

If the same image attachment, dragged and dropped into the HTML editor section (creates an inline attachment), and the email is sent, then the image is captured in the associated record and sys_email record has the attachment.

Steps to Reproduce

1. Open the Email Client window from an incident record. 2. Use the attachment button to attach an image file, and hit Send to send the email. 3. Observe that the image is not added to the incident, but the sys_email record bears the attachment.

4. Open the Email Client window from the same incident record again. 5. Drag and drop the same image file onto the HTML editor section of the window, and hit Send to send the email. 6. Observe that the image is added as an attachment to the incident, and the sys_email record does not bear an attachment, but a sys_attachment reference in the body.

Workaround This issue has been concluded as the platform is working as expected.

The issue occurs from the fact that how the inline and non-inline attachments are created with the Email Client. You may want to inform your end-users to use one of the mentioned ways to attach files to the Email Client, then you will have consistent records with attachments as an outcome.