How to build the flow in HRSD

[mania]

Hi,

I am new to HRSD so i am little confused to give the condition in flow. so I want to build the flow in HRSD as per below details so i didnt get it where to give the conditions so please help on this.

Email Received → Extract details (Requested For, Subject, Body). 
2️⃣Check if HR Case exists → 

• If Yes, create Child HR Case. 

• If No, create New HR Case. 
  3️⃣Set Priority: 

• If keywords like Injury/Harassment → High Priority. 

• If Confidential keyword → Assign to Confidential Group. 
  4️⃣Watchlist → Users can track the case. 
  5️⃣Acknowledgment: 

• Must acknowledge within 24 hours. 

• If not → Send Reminder to Assignment Group. 
  6️⃣Resolution Time: 

• High Priority cases must be resolved in 1 week. 
  7️⃣Show KB Articles for quick reference. 
  8️⃣Generate Reports for HR department. 
  Can anyone please help on this, It will be gratefull.
  Thanks!

[Dr Atul G- LNG]

Hi @mania 

By seeing this, 

• It’s more focused on inbound actions.
• You need to check whether it’s a fresh email or a reply, as no description has been provided by you.
• You should identify which COE and service the case needs to be created for.
• If the body contains keywords like "injury," set the property to 2 (impact and urgency).