Email ticket number lookup

[joshmorris]

Is there a way on an inbound email if there is a ticket number in the subject to do a lookup of the record to see if it is open and attach the body onto it as a work note. I know it will be possible via in an inbound action however it would require a lot of script. Is there any way to do it through flow designer and minimise code?

[Ankur Bawiskar]

@joshmorris 

yes possible with inbound flow

what did you start with and where are you stuck?

see the below from link

copying email to the case record using the flow designer 

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[joshmorris]

But what if the email is not related to a ticket with the watermark? I was thinking we would need a way to parse out the ticket number and then do the update record action. Unless im wrong and when in the subject it will automatically relate?

[Ankur Bawiskar]

@joshmorris 

every email which goes from instance has watermark and if someone replies to that then inbound flow will match the target record and will update the work notes with the email body

If someone is sending fresh email with INC number in subject or email body and doesn't have watermark then system will consider it as new record and will create new INC.

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[joshmorris]

When an email is received it creates an interaction for us. We want if there is a ticket number in the subject to skip the creation of an interaction and create an incident or request depending on which one it is