It seems that the check boxes you select in the recipients section of the ticket is remembered on a per-tech basis; is this correct? If so is there a way to change that behavior?
There is a setting for each Tech Group Level that defines what is checked there by default.
Go into Level 1 of a Tech Group (Setup -> Techs -> Tech Groups -> [select the tech group to open it] -> click Tech Group levels tab -> Open Level 1)
There is an option for "Default Selected E-Mail Recipients"
Each tech Group level can have that set however you want it.
kellytice thanks for the help on this. I checked the setting you suggest and I don't have anything checked. What I am seeing happen is that it seems to be remembering my specific settings on each ticket. For example, I had set the Client as a recipient in a ticket, leave that ticket and to into a different ticket and then go back to the original ticket it will still show the Client box checked. I have also confirmed that those settings seems to be remember based on what I set for other techs also. I can only assume that when the recipients are selected and the save button on the ticket is clicked that those settings are also saved; is that accurate?
"What I am seeing happen is that it seems to be remembering my specific settings on each ticket. For example, I had set the Client as a recipient in a ticket, leave that ticket and to into a different ticket and then go back to the original ticket it will still show the Client box checked."
--Yep, that is in line with what i remember - the system will remember on a per-ticket basis. it's useful for things like when someone CC:s someone else on a ticket; by default that ticket will 'remember' that CC: (unless someone explicitly removes that CC:)
"I have also confirmed that those settings seems to be remember based on what I set for other techs also. I can only assume that when the recipients are selected and the save button on the ticket is clicked that those settings are also saved; is that accurate?"
--This is the part i'm not sure of. When i have some time, i may try to play with this to get an answer.
