comment updates are not triggering in SNOW to SNOW integration when update via Emails

[Narayana Balaji]

Hi Folks,

The flow should trigger whenever the ‘Additional Comments’ field is updated, regardless of whether the update is made through the incident form or via email.

when ever I'm trying to update the comments via incident form it is triggering the flow and updating the comments made to the target instance, but when ever im trying to update the comments via email to the incident, the additional comments are getting added to the incident but it is not triggering the flow to update the target instance.

I have added the trigger condition in the flow as "addition comments" changes the flow should trigger.

Regards,
Balaji.

[SanjivMeher]

Can you check the inbound action which updates the incident, if there is a line to setWorkflow to False which disables the BR or Flow run.

[Narayana Balaji]

Hi sanjiv,

There is no such condition added in the inbound action.

[SanjivMeher]

Not in the condition. In the inbound action script which updates in incident.

[Narayana Balaji]

No, there is no script added like that