Best way to have an Inbound Email Action for specific addresses and multiple recipients

[Kristian Maiora]

We have Inbound Email Actions for (among other things) creating Cases in our HRSD environment. We have one rule that runs when:

Recipient contains hr@testorg.com

And it creates an HRC for the general HR assignment group. We have another rule that runs when:

Recipient contains payroll@testorg.com

And it creates an HRC in the Payroll assignment group.

Today we received an email to payroll@testorg.com with individuals also on the recipient list, however no other group email. The rule that ran was for the HR assignment group case. Looking at it more, one of the usernames on the payroll@testorg.com email is blihr, so their email is blihr@testorg.com. Technically that contains hr@testorg.com, which is why it triggered the HR assignment group rule and not the Payroll one.

I'm sure I could change the order the rules run and have the Payroll one before the HR one, but is there a better way to solve for this? I know that using Recipient is hr@testorg.com wouldn't run if additional addresses are on the email list, so I would love to hear some thoughts, feedback, and maybe a solution.

Thanks,

Kristian

[Ashley Carlson]

Hi! Did this work? I'm having the same issue and trying to find a solution for the developers.

[Kristian Maiora]

Hi Ashley. We haven't tried this yet as we're reviewing options, including Email Flows as another post had mentioned to me about. Once I do have a resolution, I'll be sure to update here.

[JohnnySnow]

Hi @Kristian Maiora , Why cant we change the rule from "contains"  to "startswith"

Recipients startswith hr@testorg.com

wouldn't that work ?

[Kristian Maiora]

Hi Johnny,

While I haven't tried "startswith", in the past we used "is" and that was restricted to when the recipient is only hr@testorg.com. I would assume "startswith" is the same in that if hr@testorg.com is, say, the second recipient, it wouldn't trigger. But I will take a look at this just in case.

[Ashley Carlson]

We had a "starts with" condition initially and ran into the same problem... if they include other emails first, the rule wouldn't catch/trigger. It seems to only work best when you can guarantee single recipients.