3803241 - Email attachments missing when creating a case via Outlook add-in

When converting an email with attachments to a Case using the Outlook Add-in, the attachments are not added to the created Case.

• SAP Service Cloud Version 2
• Groupware for SAP Sales/Service Cloud

1. Open an email in Outlook that contains one or more attachments.
2. Use the Outlook Add-in to convert the email into a Case.
3. Open the created Case in SAP Service Cloud.
4. Check the Case attachments/documents: the email attachments are missing.

1. In the Outlook Add-in sidebar, use the Email to Case button to create the Case. This path supports transferring the email's attachments to the Case.
2. If the Email to Case button is not visible, enable it in Groupware Configurations.
3. After enabling, use Email to Case, review the list of detected attachments, and save the selected files to the Case.
4. Verify in the Case attachments/documents that the selected files are now available.

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