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Allow Requesters who are responding to ticket incidents via email/email threads to be able to remove CC'd people and have this translated to the help desk

I think this would definitely be a beneficial feature to have implemented, especially if teams that communicate directly with requesters via email is the main form of communication.

For requesters, if they've CC'd a person in the email thread, it would translate and add the CC'd person on the CC field on SWSD. However, when requesters remove a CC'd person from the same email thread and respond to the ticket incident, it won't translate and "tell" SWSD to remove the CC'd person from the CC field. This could cause some issues where techs/agents may transmit sensitive/PII data to folks that don't need to see the data, as they don't realize that the requester removed the CC'd person on the email thread, since the CC removal action doesn't translate back on SWSD.

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Comments

havens1515

This is a great idea in theory, but in practice I think it falls apart.

Example: If a tech adds a CC on a ticket, then someone responds via email to that same ticket without CC'ing in the person that the tech added, this would remove the person from the CC.

joeybrown

Hi, this actually already exists:

Email CC List Should Override Ticket's CC List (for ITSM and ESM service provider administrators only)

Toggle to On for SWSD to completely override ticket cc lists with the cc list in the most recent email response and make all comments made via email become private comments.

When the toggle is set to on, all comments are flagged as private. After comments are made private, from within an incident ticket requesters can change the visibility of comments from private to public if comments should be visible to both end users and agents. See Change incident comments from private to public for instructions.

When the feature is toggled to Off, comments made via email remain public and anyone added to the cc list via email or via the application remain on the ticket's cc list until they are removed via the application.

https://documentation.solarwinds.com/en/success_center/swsd/content/completeguidetoswsd/globalsettings-servicedesksettings.htm

etsang

Hi @joeybrown !

This sounds very promising! I'd like to explore this further and potentially turn this on on my end. I do want to make sure that essentially the only change is that emailed responses from requesters will just become private comments on SWSD correct? Nothing else in terms of workflow and how emails/responses go in and go out will change or be affected, correct? Since it's a global setting, it's hard to test this and I want to make sure I'm not breaking the workflow of all the teams in the environment if I turn this on and we find that it may not be what we're looking for.