Question
EVONSYS LLC
US
Last activity: 3 Jul 2018 12:36 EDT
Map Inbound Email BCC field into Pega property
I have a requirement to map inbound email BCC field value/s to a Pega property. Normally other fields (To, CC ,From and Subject etc.) can map in Email service rule under request tab (Message header). But as per my understanding BCC field is not coming with header. So how can we catch BCC field from PRPC end (from Inbound email request)? Please see attached screen shot as well. In here; I could able to map fields except BCC. If we add BCC field to map into pega property in message header; it is not mapping at all.Please suggest me a solution for this matter.
Thanks
Pegasystems Inc.
US
Hi there,
I don’t have a solution for you, but I would like to clarify my understanding of your situation. As I understand how email BCC fields work, only the sender gets to see a list of the entries on the BCC list. “Inbound email” implies that PRPC is receiving the email and therefore would not be able to see any addresses in the BCC field.
Carlos
Pegasystems Inc.
US
You're correct. BCC is a field on outbound messages so that SMTP server can direct the messages to the intended recipients.
It is Blind Carbon Copy, so the recipient is never going to know who was on that list. Therefore, the header will not exist on a message consumed by an Email Listener.
EVONSYS LLC
US
Thanks Houlj,
Yea. i can understand this situation. But we got a requirement ; creating case by Inbound message and route based on To or CC or BCC addresses. So we are stuck with this BCC field. Do you have any idea; how to achieve this?
Thanks Houlj,
Yea. i can understand this situation. But we got a requirement ; creating case by Inbound message and route based on To or CC or BCC addresses. So we are stuck with this BCC field. Do you have any idea; how to achieve this?
Thanks
Pegasystems Inc.
US
The purpose of BCC makes that requirement impossible. A recipient of an email will never know who was BCC'd on it, as the intent of BCC is to hide that data and that data is not present on what a recipient receives.
Pegasystems Inc.
US
Can you recommend that this requirement be adjusted, where in the process design the BCC field is designated to be used to convey information destined for Pega?
Otherwise, you'll have to create a work-around.
The good news is the list of BCC addressees seems to exist even after you send the email. From what I can see in some testing I've done on my gmail accounts, in the sent-mail box you can find the email you just sent, view the original message, and see the list of BCC addressees there. (see attached image).
Assuming you have access to the sending account, one possible work around would be to capture the BCC list after the email is sent and send that data to Pega. The details you would have to work out based on your systems and capabilities.
Taking a step back, if you indeed have access to the sending account, then you probably have access to the list of BCC addressees; perhaps there is a more direct way (other than the email BCC field) of capturing that data and sending it to Pega.
If you do not have access to the sending email account(s), then I don't see a way to accomplish capturing the BCC addressees that would fulfill the current requirements, so you would have to revisit that requirement and figure out another way to do it.
I hope this helps you arrive at a suitable solution. Best of luck!
Carlos