How to setup / update Inbound Action to not to create cases if incoming email is "cc" but not in "To"

[Arif6]

Currently our ServiceNow instance is configured in a way if an email is sent to email address for example "abc@example.com" either in "To" or "CC" - ServiceNow creates a case in dedicated custom table.

Now we are looking for  a change & we dont want to create cases if the email is "CC" but only want to create cases when sender puts the email "abc@example.com"  in "To" section when sending email.

If senders puts the email address "abc@example.com"  in "CC" section, Inbound Action should ignore the email & should not create ticket.

Any suggestion how can I achieve this new requirement?

Thank you!

[Community Alums]

Hello Arif,

For that particular inbound action you can add below condition -

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

[Arif6]

Hi Akshay,

Thanks for your response, I used the copied condition for my requirment earlier, It works but It does not ignored the email rather created case in different section i.e. in HR section.

Actually our instance is shared between HR & Ops department & its ring fenced, I am the admin for Ops section only & dont have access to HR section

HR takes precedence & if AP Inbound action fails to consume any email, HR inbound action consumes this & creates case in HR section.

However, what I want is that the Ops Inbound Action should run & incoming email should set to status as "Ignore" after the Inbound Action completes the action.

So Somehow I need to update the Inbound Action so that if Incoming email is CC'd to the email address then no case should be created

 Do you think if there is anything can be done?

Thanks!