Inbound Email Action vs Inbound Email Flow

[Avik3]

Hi ,

I would like to know which has a higher priority to execute, an Inbound email action or an Inbound Email Flow ? 

If a flow designer executes first then would an inbound action having somewhat similar condition execute as well ?

Are there any configurations through which we can control which to execute first ?

Thanks,

Avik

[Ankur Bawiskar · Accepted solution]

Hi Avik,

As per docs

The execution order of the inbound email flows take a higher precedence than inbound actions (that is if an email flow executes, it prevents execution of inbound actions).

check links below

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service...

https://hi.service-now.com/kb_view.do?sysparm_article=KB0813088

Regards
Ankur

[Ashutosh Munot1]

HI,

Agree, always flow and then actions. So if flow matches the condition no inbound action is used.

Thanks,
Ashutosh

[rlatorre]

We have recently noticed while troubleshoot, that Inbound Email Flows do NOT update Email log records with the record that gets created from the. Inbound Actions do this.

Is this a defect? Slated in a future release?

Does anyone make this update within their Flows?

[Michael-Hoff]

I did not know this, thanks for the information.