How to populate multiple CC email addresses into Watch List from inbound email using flow designer?

[pot]

Hi all,

I am working on an inbound email use case where I need to populate the Watch List field on a Case record using the CC email addresses from the inbound email.

Current behavior:

• If there is only one email address in CC, mapping it directly to the Watch List works fine.

• However, when there are multiple email addresses in CC, the Watch List is not getting populated. Any suggestions?

[Tanushree Maiti]

Hi @pot 

Update script in your Action tab of inbound email in your flow.

https://www.servicenow.com/community/servicenow-ai-platform-forum/script-to-add-cc-d-users-to-watch-...

https://www.servicenow.com/community/hrsd-forum/adding-users-sys-to-watchlist-on-inbound-action/m-p/...

https://www.servicenow.com/community/servicenow-ai-platform-forum/inbound-action-to-populate-watcher...

[Ankur Bawiskar]

@pot 

share your script here

[pot]

What I am trying to achieve:

• Parse all CC email addresses from the inbound email.

• For each email:

  • If it matches an existing Contact → add the Contact to the Watch List.

  • If no match → still include the email in the Watch List.

• Ensure multiple email addresses are properly appended (not overwritten).

Challenges:

• Flow Designer seems to overwrite the Watch List when updating inside a loop.

• Handling multiple values (comma-separated emails) is not working as expected.

• Not sure what is the best approach to handle this without breaking OOTB behavior.

I have created custom action : 

(function execute(inputs, outputs) {

    var emailStr = inputs.email_string + "";  

    var emails = [];

    if (emailStr && emailStr != "null" && emailStr != "undefined") {

        emails = emailStr.split(",");

        for (var i = 0; i < emails.length; i++) {

            emails[i] = emails[i].trim();

        }

    }

    outputs.email_array = emails;

})(inputs, outputs);