Prevent notifications on record insert

[SSCUser]

Hi,

We have certain incident records (generated from an email inbound action) and cataog requests (that are auto-fulfilled) which we want to raise as closed/resolved just for reporting, is there any way to prevent these firing email notifications on record insert?  None of the exclude conditions on the email notifications I've tried have any effect because the records are first inserted and then the values are updated with all the fields and statuses I'm setting.

Thanks in advance,

Adam...

[Hemanth M1 · Accepted solution]

Hi @SSCUser ,

Are you using any specific account to create these records in the inbound if so, you can give it a try exclude using Opened by

did u try setting field becore insert logic??

[SSCUser]

Thanks, that helps for one of my use cases, appreciated.

Any clues or links of how to set the field before the insert logic? It seems to insert a blank record and then update all the values.

Thanks

[Ashutosh Singh2]

Hi, 

Have you tried setting a field from inbound email script/service catalog request workflow which you can use in the existing notification as a condition?(like if  field "A" is not  "xyz")

You can create a new field or use existing one . 

[SSCUser]

Hi,

Yes, tried that in both cases but it seems that ServiceNow inserts the record and then immediately updates it because any fields set never meet the insert condition.  In fact, it's possible to see the record appear in the list view and then get updated if you keep refreshing enough.