How to get a recipient from a received email (distribution list)?

[Victor Monteale]

Hi everyone, 

We have an inbound action that triggers when a received email contains the following recipient:

testing@service-now.com

However, users can also send emails to a distribution list ("dl_testing@test.com") that includes the "testing@service-now.com" and the ServiceNow Instance Email. When the email is received in ServiceNow, It does not include as a recipient nor the dl_testing@test.com email or the ServiceNow Instance Email, so the inbound action is not triggered. 

Do you know if there is a way to get an email direction from a received email directed to a distribution list even if this does not include the specified email in the "Recipients" field? or If there is a configuration that I must set to manage this scenario? I appreciate any help in advance.

Note: I reviewed all columns in the sys_email table and there is no other email direction than the email distribution list. 

[AshishKM]

Hi @Victor Monteale , 

In this case, you can create a mailbox which will route the incoming email to "testing@service-now.com" and add this mailbox email in DL, now when a user has send an email to DL , DL will send to mailbox and mailbox will send to servicenow. 

-Thanks,

AshishKMishra

[Victor Monteale]

Thanks for your answer AshishKMishra,

Do you know if once the DL sends the email to ServiceNow, you can get the DL members emails from the "recipients" field? I am only able to see one email in the field, however, in Outlook, we can see the whole list. 

[AshishKM · Accepted solution]

We can see the DL members in our org outlook because its internal to organization, but at ServiceNow end it's not. Hope the user who sending email to DL also part of ServiceNow user table as an active user(not locked). 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0538137