Business rule based on email address (To and CC)
I use rules that route incidents to queues based on the email address to which the email was sent. For example:
If Incidents > Email Header match regex [email protected]
Then queue = ****
The problem I have is that many times one alias is on the To: line and another alias is on the CC: line. The incident goes to the queue in whichever rule comes first even if that one is CC'd. Is there any way to use just the To line and not the CC line in a rule.
Content (please ensure you mask any confidential information):