Inbound action for record updation and record creation

Asha Pathak
Tera Contributor

‎04-30-2024 12:57 AM

There is one Tracking ID field on Incident form which have value from email body by inbound action , but I have requirement as 

1. Inbound email action should check Tracking ID and update INC if already exists. If Tracking ID is not found then new INC should be created.

2. Also, If "Tracking ID" is same and an INC already exists if "Incident STATUS:" = "Resolved" then update existing INC to resolved state. Other required fields should also be populated if this

Please help!!

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Brian Lancaster
Tera Sage

‎04-30-2024 10:38 AM

I'm note sure what you mean by Tracking ID field. Out of the box there is no Tracking ID field. Out of the box there are two UI Action Created Incident and Update Incident (BP). They look for the watermark on the email or the incident number in the subject to know if it is to create a new incident or update an existing one.

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