Avoid creation of another incident record using inbound email flow designer

[sailor_moon]

Hi All,

My requirements has 2 emails one who will trigger to create a task and the other email will trigger to stop the sla.

My concern is how can we avoid the second email to create an incident record?

for more context:

When the Email contains CRITICAL or ERROR sent to instance it will trigger the automation of INC and INC Task Record and then there will be a wait condition and for us to stop the wait condition there will be another email that will send to the instance and the Email must contains CLEARED. Once the second email was sent it shouldn't create a new incident record but what's happening right now is it creates INC record. How can I avoid that?

[Sohail Khilji]

explain in detail please...

[sailor_moon]

When the Email contains CRITICAL or ERROR sent to instance it will trigger the automation of INC and INC Task Record and then there will be a wait condition and for us to stop the wait condition there will be another email that will send to the instance and the Email must contains CLEARED. Once the second email was sent it shouldn't create a new incident record but what's happening right now is it creates INC record. How can I avoid that?

[sailor_moon]

@Sohail Khilji This is the flow designer that I created

[Amit Verma]

Hi @sailor_moon 

So you have a flow where an Incident and an Incident is being created on reception of an email. Post incident task creation, you have a wait timer which waits for 10 seconds as per the screenshot you have provided.

Can you please confirm whether you want to wait for a specific condition like email received or wait for a definite period of time like 10 seconds ?

Thanks & Regards

Amit Verma