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?

[sailor_moon]

Hi @Amit Verma,

For the wait condition it has a 2 scenarios

1 - wait condition set into 10 seconds or more and within that time it receive the 2nd email it will stop the SLA

2 - wait condition set also into 10 seconds or more and if within that time frame the 2nd email not received there will be an sms that will send to user