Flow 'create or update record' not updating

RichGK1 · ‎01-20-2020

Can someone tell me why the state does not update to 'In Progress' in the Flow?

The inbound email triggers the flow OK and the condition action evaluates to TRUE so should set the incident state to In Progress.

Thanks,
Rich.

rajneeshbaranwa · ‎01-21-2020

Can you expand your if condition and show us how you have defined it.

Create and Update Record, Looks for the table name and if the record already exists in the table , it updates the record or else it creates new.That is why there is no record pill.

Additionally, You are not going to create a record because this condition is running only when INC is on hold status (means record already exists) , then why are you using Create and Update record action and not update record action.

View solution in original post

Pradeep Sharma · ‎01-20-2020

What is the flow state for the action "Create or update incident Record"? You can check this via execution details tab.

https://docs.servicenow.com/bundle/newyork-servicenow-platform/page/administer/flow-designer/concept...

- Pradeep Sharma

RichGK1 · ‎01-21-2020

Here is the flow state for the create or update incident record

rajneeshbaranwa · ‎01-20-2020

You should be using update a record action and use Trigger -> Incident Record in Record pill.

This will update the incident record. Currently there is no reference of which incident record you are updating.

RichGK1 · ‎01-21-2020

This is an inbound email trigger so I would have thought that the Ref:MSG1182487 in the body of the inbound email would ensure that the correct table was referenced and available as a data pill.

How then does one reference the correct table on an inbound email trigger?