Flow designer - Inbound email trigger

[magnuspersson]

Version:  NY

Has anyone got the inbound email trigger for flow designer to work?

What I want to do is catch an inbound email from a specific user. The user and e-mail address is known and is going to be the same every time.

The flow skips the email and it gets picked up by an inbound email action instead.

I have tried lots of different conditions but cannot get it to work.

Some of the conditions I have tried:

Subject is not empty

Subject contains string a or string b.

Created by is MyUser

User is MyUser

User ID Email is user@hotmail.com

User ID sys ID contains “32 character sys_ID”

User ID sys ID is “32 character sys_ID”

User ID is MyUser

User ID Name is MyUser

The flow is activated.

It is only for new incoming emails, no replys or forwards.

Email address, User ID will be same every time.

Subject will be known but two different possibilities.

I am stuck. Any suggestions what I should do to get it working?

[magnuspersson · Accepted solution]

Got help from HI with this issue.

This is what solved the issue. Thank you Prateek 🙂

Most Probable Cause

"com.glide.email_filter" plugin is not activated in your instance.

Solution Proposed

We would recommend to activate the 'Email Filters' plugin ('com.glide.email_filter').

This plugin has been active for all zbooted instances as of Kingston and later, but it has not been auto-enabled for upgrades. Any customer instances zbooted originally prior to Kingston would not have this plugin active, and therefore may see this issue.

Because the plugin provides far better control, flexibility and usability than the older property-based filters, we recommend you activate this plugin.

[jxsaxton421]

Why did this help? I am not able to read the KB referenced in the other thread.

[magnuspersson]

It is or was a known problem but it has state Closed now so i presume it is fixed.

PRB1368300 

https://hi.service-now.com/problem.do?sys_id=a262a18ddb2088944819fb243996198f

I think the problem should be fixed in NY patch 4.

The KB doesnt really say much about why but there are two suggested workarounds.

Number: KB0782320 

Description

On system upgraded into New York or later from prior versions, upgraded systems without the Email Filters plugin (com.glide.email_filter) activated can see inbound email triggers fail to run.

The message logged shows "Exception occurred while evaluating flow triggers null"

There are two workaround options:

1. (Recommended) Activate the 'Email Filters' plugin 'com.glide.email_filter'

This plugin has been active for all zbooted instances as of Kingston and later, but it has not been auto-enabled for upgrades. Any customer instances zbooted originally prior to Kingston would not have this plugin active, and therefore may see this issue.

Because the plugin provides far better control, flexibility and usability than the older property-based filters, we recommend you activate this plugin.

Doing so will work around this specific issue.

2. Disable the  Inbound Inbound Email Triggers for Flow Designer feature

New York introduces Inbound Email Triggers for Flow Designer. This feature provides a very powerful low-code way to process inbound emails using flows defined in Flow Designer alongside other existing Inbound Email Actions.

If you are unable to enable the Email Filter plugin, you can set glide.email.inbound.email_flow_trigger_enabled to false.  This will completely disable the Inbound Email Triggers feature.

If you choose this workaround, we recommend you put in place a plan to enable the Email Filter plugin for the reason described above at a convenient time. This has been the default recommended filtering approach since Kingston.

[Ct111]

Great, was it a paid plugin or free plugin . I think it might be free plugin because it is getting activated by default if customer purchases recent servicenow version.

Anyways would you mind confirming just for knowledge?