Pulling Recipient mail address from Incident.

[Prashanth1607]

Hi All,

I have to pull the Recipient's email address when of the tickets that are created by inbound email action. For example, we can see the recipient's email address in worknotes. 

Thanks in advance.

[Ankur Bawiskar]

@Prashanth1607 

you can use inbound action script to grab the recipients and populate in watch_list etc

link below has script, which you can refer and enhance

Adding Users (Sys) to Watchlist on Inbound Action 

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[Prashanth1607]

Hi Ankur, Thanks for the response.

But the actual requirement is I want to pull an Excel report on Incident table where incidents are created via inbound email action only. We also have a Type field in the incident form, but not all the incidents are created via inbound email action. So I have a list of emails when a user sends mail, then the inbound email action will create an incident. I want to pull specifically incidents created via inbound email action only.

[Ankur Bawiskar]

@Prashanth1607 

this is difficult to track unless you have some specific field which you are populating only via inbound action

Then you will know which incidents are created from inbound action.

OR

You can see the Target field on sys_email table and it will hold the INC sysId

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[VaishnaviK43271]

To pull an Excel report showing only incidents created via inbound email, follow these steps:

Step 1 — Make sure incidents are marked

• Create a custom field on the Incident table, e.g., u_created_by_email (Boolean).

• Create a Business Rule that sets this field to true whenever an incident is created via an inbound email action.

• This ensures you can easily filter only those incidents created via email.

Step 2 — Create the report

1. Navigate to Reports → Create New.

2. Table: Incident

3. Type: List (best for Excel export).

4. Filter:

   u_created_by_email = true

   • This ensures only incidents created via inbound email are included.

Step 3 — Select columns

• Add relevant fields like:

  • Number

  • Short Description

  • Caller

  • Assignment Group

  • State

  • Opened At

Step 4 — Run and export

• Click Run to generate the report.

• Click Export → Excel (.xlsx) to download the report.

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Thank You!