CC field on Problem

Servicecentre

Is it possible to add a CC to problems?

mr.castaneda

Hi @Servicecentre,

Currently, SolarWinds Service Desk (SWSD) does not have a native CC field on Problem records like it does for Incidents.

Depending on what you are trying to achieve, here are a few common workarounds:

1. @Mentioning in Comments : If you just need to loop in colleagues or keep specific stakeholders updated, using @Username in the Problem comments will trigger an email notification to them.
2. Custom User Field: You can create a custom field (such as a User or Multi-select field) under Setup > Service Desk > Custom Fields > Problems to track who is involved or needs visibility. (Note: This won't trigger automatic email notifications on its own like a native CC field, but it provides tracking.)
3. Linked Incidents: If you need to keep end-users updated on the problem's resolution, linking their Incidents to the Problem allows you to broadcast workarounds or resolution updates to all linked requesters at once.

If a native CC field on Problems is essential for your workflow, I’d definitely recommend posting it (or upvoting an existing request) in the SWSD Feature Requests section so the product team can review it.

Hope this helps!