Need Suggestions to Resolve Inbound email Trigger Conflict in flow designer trigger condition

[Saranya Babu1]

Hello Team,

Could someone suggest a way to resolve the following issue?

We have a requirement where, upon receiving an email, we need to create a normal case in ServiceNow. This is a generic condition for us. However, another team has a different requirement: when they receive an email, it should create an HR case.

Currently, there is a conflict because when an email is received, the first condition always executes.

One possible solution is to add a condition like recipient != "specific email ID". However, this approach requires frequent updates whenever new mailboxes are added, which is not ideal.

Is there a better way to handle this?
Can we use a Script Include function in the trigger condition so that adding conditions can be simplified? Ideally, we could manage this through properties, making it easier to add new email IDs without modifying the logic repeatedly.

Any suggestions or best practices would be greatly appreciated.

Thank you!

[Hemanth M1]

Hi @Saranya Babu1 ,

as Ankur says you can’t use script include in the trigger condition however you can use in the subsequent steps(one of the option is flow variables)

however if you do this your inbound flow always runs but it wouldn’t process if condition doesn’t match

that’s where I suggested to go with inbound actions for more control.

[Hemanth M1]

Hi @Saranya Babu1 ,

Do you have unique identifier between these other than recipient?, from, origin

I would go with classic inbound email action to have more control to check - From, Origin, use script include in condition and also use "Stop Processing" option to not to run any other inbound action if this triggered.