The images attached to the email are visible in the HTML Body and Activity Logs also, however not visible in the outlook or web mail client - Support and Troubleshooting

The images attached to the email are visible in the HTML Body and Activity Logs also, however not visible in the outlook or web mail client Issue The images attached to the email are visible in the HTML Body and Activity Logs also, however not visible in the outlook or webmail client.

Cause We need to check how the images are attached to the email. The script which is responsible for this needs to be altered.

Resolution Please refer to the knowledge article - KB0964999

Which describes that images should be attached as an attachment to the instance or on secure websites.

In this case, the customer stored the images as an attachment to the template which is used in the notification/email client. With this images are visible in the Preview HTML of the email body as well as in the activity log, however, when actual users open the email in the respective tool (outlook or webmail) images appear to be broken.

When we check the email body we see image is getting attached to the email with HTML code as -

.service-now.com/sys_attachment.do?sys_id= ” alt="" width="736" height="101" align="baseline" border="" hspace="" vspace="">

This line basically means - go get the image data from this server. Outlook fails to reach out to the servers and fetch the details from instance and image is not displayed on the instance.

The solution to this problem is to make the email client import the attachments from within email itself.

This can be done by adding cid to the image source tag.

e.g - ” alt="" width="176" height="61" align="right" border="" hspace="" vspace="">

Cid means - "go get the image data from within the email itself"

And there is an internal attachment which has that cid identifier inside this email. When we send an email, we process the HTML and convert any img tag's src and convert from http to cid. If the http contains the same protocol/instance name for the generating instance, then we embed the image into the email.