URGENT HELP!!! Inbound eMails not generating record as it should

[Adil N]

Hi all, 

I have created an Inbound Email Flow (Screenshots below, Trigger Step, Action Step and the Overall Flow)

As you can see the flow is active 

When emails are received (inbound received emails screenshot) the incident record is not being produced

the condition for the inbound email is - New and Subject contains "Test" as you can see the email fits the criteria 

Any idea what is going wrong? 

thanks 

[Mark Manders · Accepted solution]

Your emails don't comply to your trigger. Your trigger says 'Test' while one email says 'test' and the other 'TEST'. The subject field checks case sensitive. So you either need to apply all versions of 'Test' as 'subject contains' set a BR on the email table to set everything to lower/upper case to get this working.

[Mark Manders]

Your BR would not look at just these emails, but all of them. So depending on your use case(s), I would go for the 'OR's. 

These kinds of emails are often automated (when you use subject text to identify them), because human error can cause big issues on such an email. When it's automated, you will always have the same text or phrase, which makes it less prone to issues related to case sensitivity.

[Tabassum22]

Hi @Adil N,

Would it be possible for you to share the image of the flow execution error? What is it comprised of? 

Thanks, 

Tabassum Sultana

[Adil N]

Hi @Tabassum22 Not sure I would be able to run a test to get a error as no current records would be created this way. Unless I am misunderstanding? 

[Community Alums · Accepted solution]

Hi @Adil N ,

You will need to be specific while setting the trigger condition, it is case sensitive.

so the condition has to match exactly for a record to be created in the incident table.

Your Action looks good but trigger is not meeting your condition for incident ceration.