How to set up Inbound Action based on BCC

[KRM]

Dear Now Community,

Need to seek your advise how I can set up an Inbound Action following below requirement :

• Condition should read the recipient on BCC 
• Action is it should create cases depending on the Mapping that would follow the recipient on BCC.

        Example: To: is Empty CC: is Empty BCC: @domain.com ; @domain2.com @domain3.com

• Expected results . It should create 3 cases based on the BCC mail address (the mapping is created)

Thank you in advance for your time. 

[Andrew Albury-D]

Hi Kris,

My understanding of BCC is that the recipient (in this case the Instance) can't tell that it has been BCC'd. If you send an email to "Foo@gmail.com" and bcc "Bar@gmail.com" then the email that Bar receives is "To: Bar@gmail.com". 

This means that your logic can't work.

Would maybe CC work?

Thanks,

Andrew

[KRM]

Dear Andrew , 

Thanks for your response. The mails for this Inbound Action to be set up is not on the CC . The mail sent out is on the BCC list as it's a auto generated mail. This can't be change on the sender's end. So when the mail arrives in Servicenow it's on the BCC . And the requirement should create 3 separate case or tickets in this example As there 3 mail address on the BCC list (which has different assignment rule). 

Hope I made the requirement clear. 🙂 

Thank you!

Regards, 
Kris

[Harsh Vardhan]

use below line in your inbound action condition field. 

email.headers.toLowerCase().indexOf("add _email_address_here") != -1

If my answer helped you, kindly mark it as correct and helpful.

[KRM]

Dear Harshvardhan, 

Thanks for the information. If the requirement would have multiple email addresses ? will this script applied ? Would it be possible to place a domain only or should put the full mail address ? 

Please advise 

Thank you!

Regards, 
Kris