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

[Ankur Bawiskar]

@Prasun Sarkar7 

so incoming/inbound email has CC and you want to add that in watch list

but in your above screenshot you are hard-coding that

other fields are getting updated fine?

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