Prevent notifications on record insert

SSCUser · ‎09-09-2023

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 · ‎09-10-2023

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??

Accept and hit Helpful if it helps.

Thank you,
Hemanth
Certified Technical Architect (CTA), ServiceNow MVP 2024, 2025

View solution in original post

Hemanth M1 · ‎09-11-2023

Hi @SSCUser ,

Open your Inbound action >go to action> Set field before inser logic

Refer "Create Incident" inbound action in your instance to set fields

current.contact_type = "email";
current.insert();

Accept and hit Helpful if it helps.

Thank you,
Hemanth
Certified Technical Architect (CTA), ServiceNow MVP 2024, 2025

SSCUser · ‎09-11-2023

Thanks, I don't see 'set field before insert' anywhere just all the field actions, but they all seem to get applied after an initial record is inserted. But as you mentioned the opened_by is set immediately so I've managed to find a working solution, although not as clean as I'd have liked if these worked.

Cheers...