Inbound email keeps attachment when it is not processed by an inbound action or when the attachment exists already on the target recordSummaryYou might wonder why an incoming email with attachment sometimes keeps the attachment in the mail logs, sometimes does not. - When the email is processed by an inbound action and generates a record, the attachment is retrieved and is set as attachment on the target record. - If an email is a reply, and the existing target record already contains the attachment, this "new" attachment is ignored and remains attached to the incoming email. The system compares the content of the attachment, not the name. In other words, should you attach the same file under a different name, it will also be ignored and remain attached to the inbound email.InstructionsWhat happens is that when there is an attachment? it is retrieved from the email and attached to the sys_attachment and sys_attachment_doc tables. The exception happens when the attachment is already present on the target table. For example, incident. This is also indicated in the mail logs with the message "attachment duplicate found by hash, not attaching to target". So if the attachment is already present (the content, whatever its name), it is not taken into account. That's why it stays on the email. If the file doesn't already exist on the target, then the attachment is retrieved from the enamel. In any case, it is present on the attachment tab. For more information about attachments, please refer to the KB articles KB0953178 and KB0751399 as well as the official documentation page Inbound Email Actions