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

[Ross Drew]

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.

[JenniferRah · Accepted solution]

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.

[Ross Drew]

Did not think of that....let me try and I will let you know! Thanks for the idea!

[Ross Drew]

JenniferRah thank you! Your idea worked!