We're reclaiming inactive PDIs to keep them available for active builders. Learn what's changing, who's affected, and how to protect your work. Read More

Flow Designer Inbound Email Trigger does not create CSM Case (sn_customerservice_case)

HarikrishH
Tera Contributor

3 weeks ago

Hi,

 

Is there any known limitation or additional configuration required for the Flow Designer Inbound Email Trigger when working with the CSM Case (sn_customerservice_case) table?

 

in PDI, When an email is sent to the ServiceNow inbound email address, the Flow Designer Inbound Email Trigger does not create the CSM Case automatically. However, using the native Inbound Email Action with the same conditions successfully creates the Case.

 

Has anyone experienced a scenario where the Native Inbound Email Action works correctly but the Flow Designer Inbound Email trigger skips the same email?

Case created:

HarikrishH_0-1782417114325.png

 

 

Any guidance would be appreciated.

 

Thank you!

0 Helpfuls
  • 731 Views
1 REPLY 1

abirakundu23
Giga Sage

2 weeks ago

Hi @HarikrishH ,
Could you please share your flow designer screenshot for CSM case creation ? or Are you using OOB flow designer for CSM case creation ?

Have you added ServiceNow instance id as recipient in flow designer ?

Please mark helpful & correct answer if it's worthy for you.

0 Helpfuls