Cannot get the cc email from the inbound email

Prasun Sarkar7 · 3 weeks ago

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 · 3 weeks ago

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:

Inbound Email Action
- Parse email.copied
- Store it in:
  - A custom field
  - Work notes
  - Additional comments
  - A related custom table
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

MJG

View solution in original post

Matthew_13 · 3 weeks ago

The Copied data pill is there only so you can look at who was CC’d at the moment the email comes in and decide what to do with it. That’s it.

It lets you:

Check who was CC’d
Make routing or logic decisions right then
Save those addresses somewhere if you care about them

Once the email is processed, ServiceNow throws that context away. If you didn’t store the CC list during intake, it’s gone.

So the purpose of Copied isn’t to be reused later — it’s a one-time window during email intake to inspect CC recipients and optionally capture them.

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

MJG

Ankur Bawiskar · 3 weeks ago

@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?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Prasun Sarkar7 · 3 weeks ago

Yes there is a datapill that has that call email record -> copied i thought it will be showing the email of the cc user but its not showing