Just 1 email record created from an email sent to 4 different e-mail accounts (IMAP)

[Dominik von Fi1]

Hi all,

I have the following use case:

Preconditions:

• 4 e-mail accounts IMAP are set up for email receiving
• Inbound Email Flow is running and creates Cases from Inbound emails sent to one of the e-mail accounts

Use case:

• The same e-mail is sent to all 4 e-mail accounts simultaneously
• From each email record, the inbound email flow is triggered separately

Expected behaviour:

• For each e-mail sent to each account, there is one e-mail record in the sys_email table

Observed behaviour:

• Just one e-mail record is generated, which contains all 4 recipients
• Inbound email flow is triggered, with a "for each" loop it is possible to create 4 cases, but as only one case can be the target of the email record, only one case contains all the information from the email

Can somebody explain why just 1 email is received and not 4 separately? I mean the mail is sent to 4 different email accounts?

Thank you

[jMarshal]

That's what I figured -- a "feature bug" so to speak.

If you can have each of the emails slightly modified from each other that may "trick" the instance into seeing it as 4 different emails...perhaps a before insert business rule for the email table which adds a breadcrumb to the end of each email which is unique/random it will essentially be different content for each...?

[Dimple1107]

Hi @Dominik von Fi1 is there a way to have this in place or overlap this Oob behaviour , did you get any alternative way to do it from servicenow support case.

We have the same situation and we are looking to create a duplicate case if the email send multiple email id