2 Replies Latest reply on Mar 27, 2014 6:53 PM by DarkmatterSFO

    CC in inbound mail

    Rookie

      Hello,

       

      Does someone know how to automaticaly include all the CC recipients of a mail sent to Service Desk, when the workflows have already been configured to include CC recipients in replies and notifications ?

       

      Thank you

        • 1. Re: CC in inbound mail
          ITSMMVPGroup

          My first impression is that it is not inherently possible... You can create business attributes with email address sub-types or CC container behavior and try to work them into a mapping, but I don't see a way for you to alter the Message Attributes that are provided for mapping.  Only From/Subject/Body/Attachment are provided, and it seems to me as though this is something that's hard-coded.

           

          Hope I'm wrong.

           

           

          -Brian

          • 2. Re: CC in inbound mail
            DarkmatterSFO Apprentice

            I am trying to find a way to do this now. We have set up an inbound mailbox to create tickets, but people (unfortunately) like to include cc's. It would be great to have a way to do this.