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Inbound email that sends out a custom notification without creating an incident ticket

Ross Drew
Tera Contributor

an hour ago

I need to create an inbound actions for emails with FW or RE in the subject line, so that no incident ticket is created, yet an email notification is sent out. I have tried the suggestion of using an event plus including current.setAbortAction(true), but that causes the event to have an error state which prevents the event from triggering the email notifications. I have even tried using a business rule on the email table to trigger the event, but that did not work either. Looking for other ideas to accomplish this requirement. I have to believe this is a common requirement. Although, this is the first time I have been asked for such a solution.

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JenniferRah
Mega Sage
Mega Sage

37 seconds ago

Could you create an Flow with a trigger of Inbound Email? Don't select a Reply Record Type and then have the only action be sending the email notification you want.

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