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We currently have a rule which sets our tickets to "Customer Responded" state if the requester comments on the ticket. However, when someone who is CC'd on the ticket responds, this change does not happen. Selecting CC'd users is not currently an option in the automation rules.
we could really use the ability to have automatic CC email sent to the requesters manager so they are aware of people working for them having spent time with IT to resolve an issue.
There is a section on Setup > Global Settings > Service Portal that says "Determine which fields are visible and mandatory for portal users in the new incident and service request pages." Is it possible to add the "CC" field as an option here?
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…
Please add the feature for CC or BCC when creating a new Problem. We would like to use this as a broadcast feature so we can notify our IT department (created as a group) of a system event or downtime that is associated with a Problem. This would alleviate the need to forward the email that is generated for the…
Be able to add an automation rule that will enable to CC a user/group when a new incident has been created.
I'd like to request the ability to add to the CC or remove from the CC, like we can with tags. Both via the web and API. Currently, setting the CC will overwrite any existing entries, which is not desirable.
I would like the ability to be able to move around CC field in the requestor incident submission form. We use custom fields that come up depending on what subcategory is selected, it doesnt make sense for the custom fields to show under the CC field, in our case if a user selects "Hardware" as the subcategory it then…
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:…
Hi guys, Does anyone know how to auto cc tickets? And also have the checkbox checked by default ? Thanks!
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