Conditional workflow based on new ticket method??

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Posted on by sudosaurus

1,599 Super User 2024 Season 1

Hello,

I have been building a helpdesk environment in SharePoint with multiple workflows.

I have a workflow for when an email arrives in a shared mailbox, create an item in a SharePoint list.

Alternatively we'd like to be able to manually create items in the SharePoint list and have a workflow fire off to the user with their ticket details however as both workflows detect when a new item has been created if a ticket it manually created in SharePoint the user will receive their ticket email as well as the one they would receive when sending a ticket in via email.

Any way we can configure this with conditions?

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Building flows

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efialttes 14,756 on at

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Hi!

So you can add a new column to your SP list called source. If Flow#1 creates a trigger when an email is received in the Shared INbox, fill this new column with a exclusive value.

Whenever you create a ticket manually, leave this column empty, or assign it a different value.

Hope this helps

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sudosaurus 1,599 Super User 2024 Season 1 on at

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Hi @efialttes ,

So I already have a Source column with the options of "Email" or "Manual Entry".

This is my automated workflow for when a new email arrives in a shared mailbox it creates an item in SharePoint and sets the Source value to "Email".

This is my automated workflow for when a new item is manually created in SharePoint and the Source value is set as "Manual Entry"

Do I need to add some conditions in? As at the moment the user is getting emailed twice.

Did I miss something in your reply?

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efialttes 14,756 on at

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Let me see I understood. You mean, 'when a new email arrives to shared mailbox' Flow#1 is executed, then users receive two email notifications: an automated email response from the shared mailbox, and the email notification from Flow#2 and you wanna avoid this second one, right?

If so, two options:

1.- desactivate automated email response from the shared mailbox or,

2.- Add a Condition action block to Flow#2 just after the trigger, its condition rule evauating if Source Value is already 'Email':

on the true branch 'update item' setting Ref only,

on the false branch, 'update item' setting Ref and setting Source Value as 'Manual' + 'send email notification' action block

Source column is of type choice, right?

Hope this helps

THe only place

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sudosaurus 1,599 Super User 2024 Season 1 on at

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This worked great thanks!

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