Processing BCC inbound emails

[Community Alums]

If you have multiple email accounts and receive an email that has been sent blind-copied (BCC) it is impossible to know which account the email was sent to. As set out in this KB:
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0820647

ServiceNow only supports conditions on the To: and CC: addresses. Even though ServiceNow implicitly knows which account is being read from this is not made available and because the Email reader is in Java we have no means to fix it ... but there is a workaround if you use OAuth to authenticate.

If you're using OAuth to authenticate your email accounts (via IMAP or new MS Graph), the email reader accesses the token record for each account before reading from it. We can use a Query business rule to note which account the process is accessing in order to tag the resulting email records with which account the email was read from.

OAuth Token Business Rule

Field	Value
Name	Capture email account
Table	oauth_credential
Advanced	[X]
When	before
Insert	[ ]
Update	[ ]
Delete	[ ]
Query	[X]
Condition	String(gs.getSessionID()).startsWith('glide.scheduler.worker')
Script	(function executeRule(current, previous /*null when async*/ ) { // note the associated Email Account when queried from a worker (Email Job most likely) var tokenGr = new GlideRecord(current.getTableName()); tokenGr.addEncodedQuery(current.getEncodedQuery()); tokenGr.setLimit(1); tokenGr.setWorkflow(false); // Avoid looping back into this BR tokenGr.query(); if (!tokenGr.next()) { return; } var accountGr = new GlideRecord('sys_email_account'); accountGr.addActiveQuery(); if (!accountGr.get(tokenGr.oauth_requestor_profile.requestor_id) || accountGr.user_name.nil()) { return; } // note the email account and email address gs.getSession().putClientData('sys_email_account', String(accountGr.sys_id)); gs.getSession().putClientData('email', String(accountGr.user_name)); })(current, previous);

Email Business Rule

Field	Name
Name	Populate BCC from account
Table	sys_email
Advanced	[X]
When	before
Filter Conditions	Type is received
Insert	[X]
Update	[ ]
Delete	[ ]
Query	[ ]
Condition	String(gs.getSessionID()).startsWith('glide.scheduler.worker')
Script	(function executeRule(current, previous /*null when async*/) { var accountGr = new GlideRecord('sys_email_account'); if (accountGr.get(gs.getSession().getClientData('sys_email_account')) && !accountGr.user_name.nil()) { // always note the account in blind copied var user_name = accountGr.user_name; current.blind_copied = current.blind_copied.nil() ? user_name : (current.blind_copied + ',' + user_name); })(current, previous);

Inbound Action

You can then use a condition in an Inbound Action like Blind copied contains bugs@acme.com. The address is the user name from your email account.