Inbound email action creating two tickets

[Wayne Richmond]

Hi all. We have two email addresses that we forward to Service Now: support@mycompany.com and humanresourcessupport@mycompany.com. Each has its own Inbound Email Action:

and

When someone emails support@mycompany.com it triggers both rules. This is obviously because both email address contain 'support@mycompany.com'. If I switch the condition to 'is' rather than contains, it resolves the issue. However, if someone emails two addresses together, e.g. support@mycompany.com and someoneelse@mycompany.com, the action doesn't work because the Recipient is now 'support@mycompany.com,someoneelse@mycompany.com' and therefore doesn't meet the 'is' condition. Is there another way of doing this so I get the desired effect?

Thanks as always

[VaranAwesomenow · Accepted solution]

Have the inbound email actions at different order and have the stop processing checked on them. So that if the lower order inbound action fires the other one wont.

Thanks

[randrews]

make sure they have different orders...

assuming you have no actions that will act on those emails afterwards.. and no other emails should have those recipients.. check stop processing on both inbound actions.... this makes the mail system stop looking at other inbound actions if that one is triggered.

[Wayne Richmond]

Thanks guys. I haven't been able to test this yet but I'm pretty sure it will work.