Traktip: How To Block Attachments in Incoming Email

It’s time for another Traktip!

In this tip, we’ll talk about a feature within your Incoming Email (IEM) that allows you to block specific attachments from adding to your issue.

No More Icon Clutter

Social media icons and logos are now the standard in email signatures. When emails process into issues, those images become issue attachments. If you get many notes added by email, or you have several social media icons, the list can quickly grow!

Those images come in with names like “image1,” “image2,” and “image3,” depending on how they are processed by IEM. Each time they may get a different name. So instead of just blocking the name, Issuetrak goes one step further and actually blocks the content of the attachment.

How to Block Attachments

Only agents with the “Sys Admin” parameter or “Can access and maintain Administration functions” can block attachments. Don’t worry, if you accidentally block something, you can remove the block.

There are two ways to block an attachment. First, you can preemptively block a file:

1. Click the gear button in the upper right-hand corner of your site to access the settings lightbox
2. Click Incoming Email and then select Blocked Attachments from the right menu
3. Click the Choose File button at the top of the page
4. Browse for a file and upload

This blocks that attachment from ever processing.

Let’s say you already have an issue that has several attachments that you want to block going forward.

1. View the issue attachments (either by clicking on the paperclip icon next to the issue number or from the attachments submenu)
2. Click block next to the attachment you want to block

This won’t delete the attachments that have already processed, but it will keep any additional versions of that file from attaching.

To remove a block on an attachment:

1. Navigate to Blocked Attachments using the steps above
2. Click Remove next to the appropriate attachment. You can click on the name of the attachment to preview it, making sure you’re removing the correct block

Cleaner Issues, One Attachment at a Time   

While it’s not necessary to block attachments, using this feature to block unwanted files will help real issue attachments stand out. No more “image1” or “image2” cluttering your attachment list. The ones displayed will be actual items related to your issue.

As always, if you have any questions or would like to see this in action via a quick demo, don't hesitate to contact your account manager. We're happy to help!