question How can I do this by using inbound action in Community Central forum

How can I do this by using inbound action

himanshu-pa — Mon, 25 Aug 2025 11:26:48 GMT

If email body contains "{any INC number} is urgent" , set Priority = 1 automatically for that INC and also create one record on change table with description containing - {incident number} priority has changed to critical"

Anyone can help me to write business rule of this task

Re: How can I do this by using inbound action

GlideFather — Mon, 25 Aug 2025 13:32:40 GMT

Hi @himanshu-pa,

you mentioned "inbound action" yourself, why do you want to write business rule?

how does your inbound action look like?

Re: How can I do this by using inbound action

Ankur Bawiskar — Mon, 25 Aug 2025 13:57:56 GMT

@himanshu-pa

you can update the existing OOTB inbound action and write script for that

what did you start with and where are you stuck?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: How can I do this by using inbound action

himanshu-pa — Mon, 25 Aug 2025 17:39:50 GMT

I am working on PDI for learning purpose and I stucked at the Br scripting . I have written a script but that was not working .

Re: How can I do this by using inbound action

himanshu-pa — Mon, 25 Aug 2025 17:42:36 GMT

So how can I do this ?

Re: How can I do this by using inbound action

Ankur Bawiskar — Tue, 26 Aug 2025 03:17:19 GMT

@himanshu-pa

Thank you for marking my response as helpful.

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: How can I do this by using inbound action

Bhuvan — Tue, 26 Aug 2025 03:36:47 GMT

@himanshu-pa

Can you clarify your business requirement. Why do you need to create a change record when incident is changed to critical and how are you going to manage change lifecycle ?

From technical standpoint, this is how you can create the flow

1. Create a Flow with trigger 'inbound email'.

2. Check if email body contains 'INC' AND 'urgent' [see if you can use email subject as it would be more efficient]. Extract the incident number from email body using transform functions or custom action

3. Lookup incident number using extracted value and update the priority of the incident to P1

4. Create a Change record using 'Create Record' action and map the description as per your requirement

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan