Flow designer inbound email trigger case sensitivity

[Mathias Roed1]

Hi Community,

I was wondering if ServiceNow offers a way to prevent case sensitivity on inbound email triggers in Flow Designer?
I'm working with a customer where inbound emails subject varies a lot.

Example:

I have a flow that triggers when email recipient is = test@test.com, but i some cases customers might send an e-mail to Test@test.com or TEST@test.com.

Thanks in advance!

[Mayank Das]

Hi @Mathias Roed1, in order to make the inbound emails case insensitive, we can create a before insert BR on the sys_email table to make the email to lowercase before it is processed by ServiceNow.

Using the BR, the inbound email will first be converted to lowercase and then the corresponding record will either be created or updated depending on your flow.

Please mark my answer correct if you find it useful.

Thanks & Regards

Mayank Das

[David House]

This was most definitely helpful, thank you for this.

I do have to point out though that you may wish to obfuscate personal details, such as your email address in that second screenshot, when posting to public sites.

[edfingleton]

I realise this is a fairly old thread but we've come up with an alternative solution to deal with this inconsistent behaviour across conditions on email recipient field. 

We've implemented an on before insert rule on the sys_email table which performs a toLowerCase() on the recipient field so we can have a consistent policy on email conditions.

Hope this helps the next person having this issue!