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Is there a way to have Carbon Copy user be able to view ticket detail?

I was wondering if there is a way to set it so that the person who is carbon copied on a ticket be able to view the basic ticket detail? We have a request for new hardware that I setup and when I cc someone I want them to be able login and see the basic ticket info. Can someone walk me through how I would setup this to work?

Thanks

Chad

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quiglax

Hello Chad,

I don't think this is possible. You can control what details get sent out to everyone via email in the settings. The best we have been able to do it email the detailed ticket information in the CC.

Another solution to this problem would be to have multiple clients on a ticket. But that isn't possible either.

Using the API, it would be possible to write something that would allow folks to see tickets, but you would have to write your on UI for that.

glisit

Quite frankly I cannot understand how such a basic function is not part of the system. Giving people the ability to CC someone in the ticket form but not giving them access to the actual ticket content is severely shortsighted. I was unhappy that Spiceworks only allowed view access, not allowing CC users to contribute, only to find out as we're ready to deploy that WHD doesn't even allow you to look at a ticket you're CCd into.

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