Update HR case with Forward inbound action

[RadZz]

Hello team,

I have a scenario where we get emails with 

FW: and Fwd:  as subject..   so their OOB action is to create the case.

We are getting FW: HRCxxxxxx or FW: CS0xxxxxx  as emails.

So we want condition to check subject line and see whether that HR case number already exist and if yes then it should update  even it have Fw or Fwd in subject and If subject doesn't contain any existing case number it should ignore the action and not create any new even with subject Fw and Fwd. Not sure what needs to be done as I am new to this execution condition setup.. write a script include and call it from execution conditions.

@Ankur Bawiskar 

TIA 🙂

Type should be forward.

[Barrilito van D]

Hi,

In flow designer you can create a flow that handles incoming emals and use and in the email conditions specify "subject" and "contains" where you can check if it contains HRC or CS0 and in the flow do all the checks and creates you want.

If you think my answer put you in the right direction or you appreciated my effort, please mark the response as Helpful or mark my response as Correct.
Thanks in advance! Good luck!

[RadZz]

Hello, thank you for the response.

The problem is : Forward is creating a new case instead of updating.