We have several situations where it would be beneficial to be able to automatically carbon-copy (CC) a User or a Group based on certain criteria. We're currently able to update many options through automation rules, but cabon-copying a user to a ticket isn't one of them. A few examples of where this would be beneficial:
Scenario 1
Someone from a team submits a ticket and that teams Lead, Supervisor, Manager, or Director wants carbon-copied on all tickets for his subordinates or department. This would require logic to look at the requestor's attributes, similar to approvals, but it may not always be someone "in line" that wants CC'd.
Scenario 2
Someone from our manufacturing plant submits a ticket due to a machine being out-of-order. We currently require a form to be filled out that is automatically sent to SWSD. Using specific keywords, we automatically categorize and prioritize the incident. Using these same automation rules, we could CC our Operations group to keep them informed of the outage and progress.
Scenario 3
We have a Product Owner for wants to know anytime there are issues with their product. By pointing to the category and sub-category, we can identify the product, and an automation rule could help accommodate carbon-copying the Product Owner.
There are several other scenarios where this would be useful, especially considering the framework that is already built-out in Automation Rules.