Inbound Email Flow to update existing case via fwd email

[Greg L]

We need to create an inbound flow to update existing cases from emails that have been fwd that also contain the case number in the subject and the water mark, how do we configure this.

Also we already have an existing flow to create a new case from emails that our fwd so we need to make sure it does not clash with this

[Maik Skoddow]

Hi

I set up my instances always with the following properties to force forwarded emails being handled the same way as replied emails:

//extended list or subject profixes for handling responses as replies
gs.setProperty(
  "glide.email.reply_subject_prefix",
  "r:,re:,Re:,RE:,aw:,AW:,fw:,FW:,fwd:,Fwd:,FWD:,wg:,WG:,Wg:,Accepted:,Tentative:,Declined:"
);
//force forwarded emails to be handled as reply emails
gs.setProperty("glide.email.forward_subject_prefix", "-");
//don't recognize any forward patterns within body
gs.setProperty("glide.email.forward_from_prefix", "");

[Greg L]

Sorry so where do you put this? Will this only affect fwd emails with water mark and record numbers in subject? It will not interfear with the current inbound flow that will create new cases from fwd emails?

What do I need to edit/add from this script?

[Maik Skoddow]

Sorry for the confusion. I forgot that the "Inbound Email" Flow Trigger can be configured accordingly to also catch the forwarded emails:

[Greg L]

Yes thanks, as stated we already have an inbound flow to create new cases on fwd emails, we need one to update cases on fwd emails if it contains the water mark and the prefix in the subject, how would we do that please?