we could really use the ability to have automatic CC email sent to the requesters manager so they are aware of people working for them having spent time with IT to resolve an issue.
Yes please! Or at the very least add a "CC manager" option to the Update Record the same way that Approvals haveAnd also add the ability to Update Record and add CC using the Automation RulesThen it would be easy to control. You could use automation rules to add the manager CC to every incident/request, a subset of incidents, or specific catalog items.
Had this use case need this morning.The access cards we use are expensive. If a user loses several, his supervisor probably needs to know about it. Easy button would be to CC the requester's manager, but that option is not available...only specific people. As was also mentioned, Automation Rules would make sense too, but the same limitation exists on CCs there.
