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

Adil N · ‎05-21-2024

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 · ‎05-21-2024

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.

Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark

View solution in original post

Community Alums · ‎05-21-2024

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.

View solution in original post

Dr Atul G- LNG · ‎05-21-2024

Hi @Adil N

Trying in PDi? Have you set up the email account?

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Adil N · ‎05-21-2024

Was using my test instance not PDI

Thanks

Mark Manders · ‎05-21-2024

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.

Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark

Adil N · ‎05-21-2024

This is exactly the solution. I tried again and it works.
Would it be better to create a BR or would it be better to add various "OR" conditions?