How to handle Multiple Inbound Actions?

Nikunj Bambhar1 · ‎08-29-2018

hello Everyone,

seeking help !!!!

we have inbound action any email to servicenow creates a CALL Record

we have one alert which comes to servicenow i need to create Incident ticket from that?

i created one more inbound action saying if subject contains "XYZ" then create incident.

now it creates incident as well as call record. how can i stop this?

what is the best practice or what others are doing in this situation?

SanjivMeher · ‎08-29-2018

You need to set an order in the inbound action. So if you want Inbound action for incident should run first, order should be less than inbound action for call record.

Then If an inbound action processed the email, it should stop processing. To do that, there is a checkbox on inbound action page 'Stop Processing'. Make sure you check that checkbox for you inbound actions

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Nikunj Bambhar1 · ‎08-29-2018

Thanks Ankur for the response.

Inactive_Us1180 · ‎08-29-2018

Use the condition builder to say if subject contains "XYZ". then make sure that the order is a smaller number then the inbound action that creates a CALL.

also be sure to set the "Stop Processing" flag so it doesn't continue through the other inbound actions.

Nikunj Bambhar1 · ‎08-29-2018

Thank you so much for the response.