Need to Update Records based on Additional Comments

[yjeon92]

I want to create a flow designer for the incident table where when the additional comments have a name, phone, email, and location will update the record of the related fields in the incident.

How will I go about doing that?

[jMarshal]

Sorry in advance, if this seems less helpful than what you are expecting...but if I understand correctly, you want to use flow designer to develop an automated solution, where sys_user records are updated with new values (for phone, email, name and location) based on additional comments in an incident record...and that you would want the flow to parse out the appropriate info, when triggered.

If so, I believe that you are probably going to want to think about the solution you are considering, a bit more...what would you want your automation to do, if someone updates the incident record as follows in Additional Comments:

"Hello, this is Peter Smith and my phone number is 555-1234 but your records have 555-1324. The email address I am using is the correct one (not sure what you have on file) and I live in LA"

OR

"Hello, this is Peter Smith and you have 555-1324 as my phone number, but the last 4 digits are actually 1234. My email address is psmith@gmail  - but you can contact my assistant at josephjohnson@aol.com and I live in Los Angeles"

...both are saying the same thing, essentially...but your scripting will not be able to take the same action for either -- one will get you incorrect results, every time.

Will it update Peter's records so that their email is "josephjohnson@aol.com" or will it know to look at the sender email...and/or add .com to the end of psmith@gmail? 

Will it know to add 555 in front of 1234 or will it assume that 555-1324 is the phone number that the record should be updated to?

Will it know that "LA" is "Los Angeles, California" or will it try to update the state to Louisiana?

[yjeon92]

Hi @jMarshal 

So we get an email template that creates an incident like:

Name:

Phone:

Email:

Description:

And I would want to update the incident record based on the email template that is used.

An example of what I would want:

An answering service gets a call and will send an email based on the template.  It will also create an incident with the caller as the answering service with the email in the notes.

I want to update the record based on the email note to change the caller to the person who called in instead of the answering service.  So if the caller is within our system, it will update other information and if they are not, it will just put the caller name and leave the field blank.