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Sharepoint list updated with an email reply

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Posted on by tyringmybest

I am half way building a "service desk" type of list on Sharepoint with Outlook being the main correspondence method. I have created a flow that currently:

1. Reads an email coming into a shared inbox and creates a new sharepoint list item, and also attached the email to the list item and even sends an email back to the sender

2. I now want to work out a flow that monitors the shared inbox and identifies a reply and then updates the existing sharepoint list item it relates to. Im not sure if it should be looking for the sharepoint ID in the subject, or another method. Should I create a seperate flow or modify the original that creates the new items?

Can any please suggest best approach? Thanks

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Building flows

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Mira Ghaly 11,413 Moderator on at

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@tyringmybest
You need to develop a new flow that runs on the below trigger
And you need to extract the subject from the email and use it in Get Items Filter Query to get your sharepoint list item to update it
Filter Query
endswith(title,expressionBelow)
Expression:
split(triggerOutputs()?['body/subject'],':')[1]
where the expression used assumes the reply is in the format RE: Subject

Hope this gives you an idea!

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Hotate on at

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Thank you for sharing your issue. In addition to the way @Mira_Ghaly provided, I recommend to use a unique tracking ID in the subject for each thread. You can easily identify the thread and SharePoint item by this.

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MH3 1,057 on at

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Hi @tyringmybest , @Mira_Ghaly
You solved your problem, I have exactly the same flow.

Can you please show me the flow steps and where did you used the condition? because right now it's saving all the emails in the list and even creating a new record of a email which is already there, I am unable to put the condition can you help me?

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amenegatti 10 on at

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Hello Team!

I have created the below flow based on the above but for some reason cannot get it to update the existing item it just creates a new one everyone someone replies?

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Dclery 8 on at

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Hi @tyringmybest,

I know this post is from some time ago but I am currently attempting to make the same "service desk" type list. Could you share with me the full solution you used to monitor the shared inbox and identify a reply and then update the existing sharepoint list item it relates to.

I have been trying to figure this out for a while now and I am hitting a roadblock with this part. I have completed the initial creation of the ticket and I have it sending an automatic reply to the sender. My issue is it keeps creating a new sharepoint entry when a reply is made.

I would greatly appreciate if you could help me out.

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umittal 3 on at

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https://community.powerplatform.com/profile/?userid=E5A51AAF-B0C6-46A5-9E5E-B8C6E1B2F890

Hi,

Can you please share your solution?

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