Reply to user if inbound email condition is not met

[Renjisha]

We have created Inbound Emil action via Flow designer for creating Incident record.

We have to trigger Email notification to Recipient if trigger condition is not met and Incident record should not created.

Can we address this issue in flow itself?

Can we create Notification or Send Email without any table reference? Can you suggest possible solution in this case

[Mark Manders]

If the email doesn't meet the trigger conditions, you can't handle it in the flow, because the email doesn't trigger the flow. 

You can do three things: use 'stop processing' on your flow(s) and create a last flow that just takes any other email coming in and from there, send out the 'no incident has been created' notification (but it depends on your config if you can use the 'stop processing' to finally end up in that last flow). 

Create that last flow and put all conditions of other flows in there, but negative (so if one flow says 'sender domain = xyz', use, the condition 'AND sender domain is not xyz'.

Or you can create an email notification on the sys_email table that all skipped/junk emails get the reply that their email didn't do a thing (be aware for loops, because you don't want to reply to out of office emails as example).

[yuvarajkate · Accepted solution]

@Renjisha you can address this issue directly in the Flow Designer. To handle the scenario where the trigger condition is not met, you can include a conditional logic (If flow logic) in your flow to check whether the condition is satisfied. If the condition is not met, you can add a Send Email action within the flow to notify the recipient.

ServiceNow allows sending emails without direct table references by configuring the Send Email action with a custom recipient and message body. In the action, you can specify the recipient email, subject, and body dynamically, using flow variables if needed.

Here’s a possible solution:

1. Use the inbound email trigger in Flow Designer.
2. Add a conditional check for your trigger condition.
3. In the false branch of the condition:
   • Add a Send Email action.
   • Configure the recipient, subject, and body of the email directly.
   • Ensure the flow ends without creating an Incident record.

[Mark Manders]

That only works if you have all emails go through that flow, so you only have one inbound email flow. That's not a realistic use case. If you have a trigger on the flow, the flow starts when the conditions are met. To check if the conditions are met after the flow starts, is redundant, because it's always true.