Cannot get the cc email from the inbound email

[Prasun Sarkar7]

Hello I am having a requirement to process inbound email to add the cc users in the watchlist of the case created. I used this in the flow designer but the short description is coming as empty always in the case record  

[Matthew_13]

Hi Buddy,

This usually happens because the Flow is not pulling the subject from the inbound email record you think it is.

In your screenshot you’re using “Email Record > Copied” That “Copied” email object often doesnt carry the subject the same way, so when you map it into the Case, short_description ends up blank.

Fix (OOB / Flow Designer)

1. In the Flow, do not use “Email Record – Copied” for the subject.

2. Use the subject from the Trigger email instead:

   • Data pill: Trigger → Inbound Email → Subject

3. Update/create the Case with:

   • Short description = Trigger → Inbound Email → Subject

   • (Optional) Description = Trigger → Inbound Email → Body or Plain text body

Quick validation (takes 30 seconds)

• Open the Flow Execution Details

• Look at the data pills for the trigger email

• Confirm Subject has “FW: Testing ccccc” at runtime

  • If it’s blank there, the trigger isn’t passing the email you expect wrong trigger type / wrong email object.

If you are creating the Case first, then adding watch list

Best pattern:

• Step 1: Create Case (set short description from Trigger Subject)

• Step 2: Parse CC and Update Case → Watch list

@Prasun Sarkar7 - Please mark Accepted solution and Thumbs Up if you found Helpful

[Prasun Sarkar7]

So what I understand from your comment is that there is no way to directly get the cc emails to display like we write in the inbound script "email.copied"

[Matthew_13 · Accepted solution]

Correct — based on what we have discussed, your understanding is accurate.

There is no supported way to directly retrieve or display CC email addresses in the context you are working in the same way email.copied is available within an Inbound Email Action.

Why this is the case

• email.copied is specific to Inbound Email Actions and only exists in that execution context.

• Outside of an inbound email action (for example, in Service Portal widgets, Agent Chat, Flow Designer, or record UI logic), the email object does not exist, so CC data is not directly accessible.

• ServiceNow does not expose CC recipients as a reusable system variable once the inbound email has been processed.

What is possible (workarounds)

If you need CC data later in the process, it must be captured at intake time:

1. Inbound Email Action

   • Parse email.copied

   • Store it in:

     • A custom field

     • Work notes

     • Additional comments

     • A related custom table

2. Downstream usage

   • Display the stored value wherever needed Service Portal, reports, notifications

   • Reference the saved field instead of the email object

Key takeaway

email.copied is not retrievable retroactively. If CC information is not explicitly saved during the inbound email action, it is effectively lost for later display or logic.

@Prasun Sarkar7  - Please mark Accepted solution and Thumbs Up if you found Helpful

[Prasun Sarkar7]

Ok got your point so what is the then use of this copied in datapill?