CC Notifications for all updates to an Incident/Catalog item?

Question

The question I've been asked is: 
 
 "Is there a way to send email notifications every time an Incident is updated (changed, commented), to the CC'd users of that Incident?" 
 
 I see under Settings > Service Desk > Notifications we have options for Incidents changed/commented for Requesters and Assignees but CC isn't supported across the board. I don't want to apply this to the entire provider, since this request is coming from one team. 
 The only solution I've brainstormed so far while I research is to create Notification Action logic and send that to the team's Group after a condition is met 
 This doesn't seem like a solution though because on initial contemplation: 
 
 it doesn't point at the CC'd users 
 it's not easily scalable to other Catalog items 
 the team may be assigned Incidents, which is another form to edit, and editing this form will affect the provider 
 
 Has anyone had a request like this before, were you able to find a workaround (hopefully without telling them it can't be done)?

errorqueen · Answer

Here is my suggestion. If you haven't already done this, I would put all of the Agent Users you are wanting these notifications to be sent to in a group. There are a couple ways you could do this. You could create an automation rule to send an email with the updates from the incident every time the incident is updated and send that to the group that you have CC'd on the ticket. Could be something similar to what I have pictured below. Just make sure the email variables match what you need the agent users to see from the ticket.

The other option is to have the automation rule set to CC that group onto whatever category/subcategory of tickets you need them on (you may already have this set since you are stating they are already CC'd on the tickets just not getting updates). Then, in service catalog with the ticket templates you would make, you can add notifications to be sent in the Process section. You would have to create a condition based on the type of ticket and make sure the email variables are correct as well. I do not see an option on the conditions to send a notification with every update but I may be missing it. If the condition options don't work, you would have to add a task to the process for a notification to be sent each time the ticket is updated, which is not the ideal way to go. Hope these options help.