Decision Tables and inbound Email

[Community Alums]

I am attempting to use a decision table that will receive an inbound email record, then find 'from' email address. If it does find it, then send a result that will either allow or disallow creation of the case. The reason we need this is our customers want to use their ticket system for a contact so we create a case and notify them, they create a ticket. The problem is the ticket systems sending notifications and creating tickets in each repeatedly. 

Maybe the decision matrix could help by adding these email addresses to it/I can then send our customer service team the excel, have them populate the emails and then we can load this list of 'don't make a case for these' into our flow.

I've tried a few different approaches:

1. send the email to the decision table and try 'reply-to' either 'contains', or 'is' one of the emails in the list

2. Pull the 'from' address in the flow and send the address to the decision matrix

I've observed some problems. The decision table doesn't seem to make the decision properly. Additionally, after making some mods/attempting to reset the decision table, it returns a result (-), not a 'true' 'false' decision.

Any ideas of where I'm failing to use this technology correctly?

Maybe it's the issue of trying to compare string values?

Any ideas of how to achieve the desired result would be appreciated. 

[Shubham_Jain · Accepted solution]

@Community Alums 

Decision Table Setup for Email Blocking

1. Create a decision table with columns:

   • From Email (string) – stores known ticketing system emails.
   • Allow Case Creation? (boolean) – true or false.

2. Matching logic:

   • Use is for exact matches.
   • Use contains or ends with if email domains vary slightly (e.g., @ticketingsystem.com).

3. Flow Designer Implementation:

   • Extract the from email in Flow Designer.
   • Send it to the decision table.
   • Based on the returned boolean value, either proceed with case creation or log/reject it.

[Community Alums]

Thank you. I thought I did what you said above... Tore down all my previous attempts, started over. But, yep that seems to work now. Very much appreciate your help.