Dear Technical team,
Let me explain to you our issue :
We need to apply a rule and copy some people when a ticket is assigned to a subset of technician.
below the behaviour:
1) Tickets assigned to specific technician à Email sent to the technician + some another email address in cc.
2) When a ticket is updated, an email should be sent to the same people in cc.
Below the bug detected:
We often need to track the changes or to keep ourselves / specific users (not fixed email addresses then) updated by sending an email to internal technicians.
a. We tried to add the technicians in cc
b. We also tried to add the technicians in bcc
If point 1) and 2) are applied, unfortunately, the Bug will not be considered, because of the rule that it overwrites.
Can you urgently check on that? it is really important to us to find a solution or a workaround to be applied, otherwise we need to maintain something like 10 email addresses manually (for each ticket assignment/update). It impacts drastically on our internal communication.
Thank you in advance for your communication.
Best Regards.
