Flow 'create or update record' not updating

[RichGK1]

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.

[RichGK1]

Thanks I missed that you said the action was wrong. I have now changed to an update action. The wording of the other action made me think it would do both.

[RichGK1]

I might have just realised why it's not matching up. When I did my test inbound email in the sub-production system I created a NEW email and sent it in and pasted in the REF: number. I should be Replying for the inbound email to match up with an existing record.

[RichGK1]

OK I replied to the email and am getting the same result.

However when checking the incident number that the system has noted in the execution details it is one numeric on from the correct incident number.

Is this a bug or does that tell me something?

The correct incident number that needs updating is INC0189033 but it seems to have created a new incident numbered INC0189034

I've checked INC0189034 it is In Progress it's created by me and has the time stamp of the time that the Flow triggered apart from that it is completely blank.

[RichGK1]

OK I've made some progress here with the problem.

The issue is that I cannot drag the data pill for Incident Record onto the Table Name field in the Create or Update Record action. It will only accept the Incident Table data pill which means that the action is creating a new record.

So I'm stuck as to why the Create or Update Record action won't accept a record and will only accept a table.

[rajneeshbaranwa · Accepted solution]

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.