Automatically add to the CC field the Requestor's Reports To

With the current feature set, we have to utilize the CC field in order for supervisors/managers to have visibility of their team's incidents. This requires training and process for the Requester to add their manager to the CC field. This request is to automatically have the CC field populated with the Requestor's Reports To user.

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feature request

SolarWinds Service Desk

incident fields

Status: None

Comments

dkleinhenz

I have been asking them to implement an automatic CC field for over a year

caitken

Such automation would ideally recognize a requester not having any specified Reports To as a trigger.

klabs

We just rolled out the service desk and this was a huge let down to discover this feature does not apply to requesters. Makes our work more complicated to achieve what we already had with a much lesser version ticketing system. Feature is restricted to only licenced users which means everybody is required to be admins or service agents. Nobody can afford that.