Inbound Action: How to check which email account an email is coming from?

[hanaphouse]

Does anyone know a workaround to check which email account an email is coming from? I want to use this in our inbound email action.

We have more than 10 email accounts in [sys_email_account] and we have a specific use case wherein when an email comes from account A - do action steps 123 and when an email comes from Account B - do action steps 456.

The recipients, to and cc field values are no longer possible because of the known feature of BCC when you don't know who was BCC'ed.

[hanaphouse]

Unfortunately, email account and BCC information is not listed there as well in the header.

[LisaWeiss]

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[Mark Manders]

If you can't use the fields on the email form and your body doesn't contain the information needed, there's no way to use it for your inbound actions. But then again: how do you know where it's coming from. The email is in your system, so you have to have a 'from' somewhere you can use. It it can't be determined, you can't ask the system to do something based on that information (it doesn't have that information).

If my answer helped you in any way, please then mark it as helpful.

Mark

[hanaphouse]

In Service-Now, you can set up multiple IMAP email accounts that can work with the system. However, when I look at the received emails, there is no indicator so I was looking for any workaround wherein before SN moves the email to received - put a tag that this is an email from IMAP email  account A, B or C.

[Randall King]

We have the same need. Did you identify a way to do this? It seems like something that should have been in the product from alpha launch. How can you have multiple email accounts all coming to the same place for actions but not have a way to identify which account is which? Using the "To" and "Cc" line aren't acceptable since the address could have been on Bcc. Also, an email account can have multiple email addresses associated with it, and we shouldn't have to configure the inbound actions for all of them. It should be allow per-account config.