By default, ServiceNow does not include any file attachments as a part of email notifications. If you need to send a file using ServiceNow, use the external email function and attach a file there following these steps.

  1. In the ticket, click the email icon at the top of the form:
    ServiceNow_ExternalEmail
  2. Compose your email, and attach any files by clicking the add attachment icon:
    ServiceNow_Attach
  3. When complete, click Send. Files attached in this method will also be saved to the ticket.