Inbound actions - cc/bcc

[Dan Brown2]

Hello,

I have a inbound action that runs first that logs calls from a certain email address to a particular task list, then it will continue and process the Incidents etc.

So Inbound Action Condition is:     Recipients contains email.address@domain.com

This is working fine, but when this email address is CC-ed or BCC-ed, then it ignores this inbound action and continues to the incident inbound action.

The options Copied and Blind Copied don't seem to work in the conditions.

Any advice would be great,

Dan

[michaelchaharba · Accepted solution]

From my tests, when the email address is added as a CC rather than a direct recipient, the CC'ed email address should still appear in the recipients field on the email record in the instance so you will still be able to check these recipients for your email address. BCC however isn't possible to check as this is blind and no record of who was BCC'ed is sent in the email headers/body etc.