Case is created via incoming email when support mail is in CC

Hello!

By default, Creatio creates a case if the support mailbox is present in either the To or CC field of an incoming email. There is no out-of-the-box setting to restrict case creation to only when the support mailbox is in the To field.

To achieve your requirement – so that a case is not created when the support mailbox is only in CC – you will need to customize the ootb business process responsible for incoming email registration ("IncidentRegistrationFromEmailProcess").