Inbound Email Flow is not triggering when conditions setIssue Having a flow that creates email based on some conditions, it shows some target records created from the flow itself as expected but sometimes created from an inbound action. Email records can be found by searching in the sys_email table using the filter with the same options as the conditions of the flow ReleaseAllCauseAs explained on KB0691845 , conditions for both Workflow and flow designer are case sensitive. It means, the conditions not satisfied as the receive type (which is done before flow designer starts validating) is not always new but in most of the cases the issue is because the receive type or To address comes in lowercase cyberConsult@example.com but the condition which is case sensitive is only true when the recipient contains CyberConsult@example.comThat could be confirmed by checking the recipient list and the target record in the sys_email table: ResolutionOption 1 Review your flow designer conditions and consider lowercase and uppercase options depending on how the sender puts the email address in the headers. Here is an example: Option 2 Create a 'before' business rule to make the string either uppercase with toUpperCase() method or lowercase with the toLowerCase() and put the conditions in capital or in lowercase depending on the business rule conversion code. For more information about the rule, please refer to our documentation page Business rules. Some external documentation of the javascript methods mentioned below: https://www.w3schools.com/jsref/jsref_touppercase.asp https://www.w3schools.com/jsref/jsref_tolowercase.asp The ServiceNow community also has discussion about this approach for different requirements. Example Below: Upper Case in business rule This second option will change the original value in the subject, recipient list or any other field through the business rule and it will not necessarily suit all customer's business needs.Related LinksBelow is a sample of how you can use the Business Rule to set the recipients to lowercase. This is an example only and needs to be evaluated and tested by your developer to ensure it meets your specific business need (function executeRule(current, previous /*null when async*/) { // Add your code herevar recip=current.recipients.toLowerCase();current.recipients=recip;})(current, previous);