Recognizing BCC as a recipient in incoming email

[Cirrus]

Good afternoon. Wondering if anyone can advise on this please. 

We have a number of email addresses into our ServiceDesk, and a module set up to show all emails incoming to these addresses regardless of whether they are To, CC or BCC. No problem so far - the list shows every email. To manage workload we would like to create filters which show the number of emails coming in to, for example, the abc@xyz.com queue. We therefore created a filter to include "Recipients contains abc@xyz.com". This shows fine for all emails TO abc@xyz.com, but if an email is BCC'd to abc@xyz.com, Servicenow does not recognize the BCC address as a Recipient, and therefore excludes it from the filter. 

Is there any way of being able to recognize or define a BCC email address as a 'recipient', or are they defined elsewhere?

Thanks

[Deepak Negi · Accepted solution]

Hi

If you want to add BCC then you may try below:

email.addAddress("bcc", "john.secret@example.com","John Roberts");

We may not be able to identify BCC in inboud email though. Please check response from Prashant.

https://community.servicenow.com/community?id=community_question&sys_id=c93607a1db1cdbc01dcaf3231f961965

Hope it helps.

- Deepak

[Cody Smith _ Cl]

Have you tried looking into the headers of the email? 

e.g. (email.headers.toString().toLowerCase().indexOf("for <abc@xyz.com>")

If my answer was helpful, or solved your issue, please mark it as Helpful / Correct.

Thanks,

Cody

[Cirrus]

Thankyou both, the address is not visible in the email header so it looks like Prashants theory that its a mail server problem rings true here. Thankyou for advising anyway