Regarding Configure inbound email creation and updates of records

[Avinash_M]

Hello Team,
I have a requirement regarding inbound email updation/creation, so pls check the below requirement:
"As a user, want to ensure no records are created when inbound email is received, however updates are okay, Inbound actions, including flow actions should not be able to create records, but updating of existing records should be permitted.

Can we achieve this by creating a Flow - (as that will execute before an inbound action)  and dropping any action where the email does not contain a watermark".

If the above is achievable through flow designer, could you pls give me the possibilities/steps to configure, Thanks in advance.


Thanks,
Avinash

[k_lutz]

Hello Avinash,

I would definitely check your email log to see what is sent in to define the conditions for the flow to fire in the situations you want. My first thought would be that you need several check like:

Receive type is reply
Type is received
Body does contains Ref:MSG

OR

Receive type is New &
Subject does not contain re: &
Body does not contain Ref:MSG

The reason for the send on is because you do not need a watermark to update a case. I can compose a new email with the format "re: INC00123456...." and it will update the related record because of the email properties in the system. This may be a rare occurence but it could happen if someone is on the email thread and wants to email it to the group be deletes all the older text and just adds their own and replies.

In addition, you should probably set the email record to received-ignored so that no other flow / action tries to process it. Hope that helps but would definitely test and look at the email logs to verify what is and is not firing.

[Avinash_M]

Hi @k_lutz 

I have given conditions as per the above image but its not working whether we have watermark or not. 
Note: Stop processing checkbox added through this system property - "glide.hub.flow.inbound_email_trigger.show_advanced" .

[k_lutz]

Avinash,

Can you look at the XML of the email record? My guess is that the system is interpreting those as "new" even if you are sending in a reply. Look in the XML for the entry related to receive_type and it is probably showing as "new". I found a KB that stated the following:

The system classifies an email as a reply when it fails to match it to the forward receive type and it meets any one of these criteria:

• The subject line or email body contains a recognized watermark such as Ref:MSG0000008.
• There is no watermark and the Reply-To header contains a recognized message ID of an email with a target record.
• There is no watermark and the subject line contains a recognized reply prefix such as RE: and a recognized record number such as INC0005574

So it seems like if it is missing the watermark or not aligned to an existing ticket...the system is going to set it as "new".