What does the Ticket CC and Category CC do?
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  • Understood, thanks. Do you know anyone that would have the SQL code for a custom ticket rule that would sent out a notification to the ticket owner if the ticket has not had it status change from "New" to "In Progress" in specified time?
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The ticket CC option allows you to set which events will send an e-mail to one or more email addresses which are notified of the ticket or changes to the ticket. The Category CC option allows you to set which events will  send an e-mail to one or more email addresses which are notified of the ticket or changes to the ticket for a particular category.
Answered 08/24/2015 by: c-hurley
White Belt

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If there is a user listed in the Ticket CC you can have rules notify that person.

As part of the Category configuration you can configure an email address for notifications. We have distribution lists setup for groups that handle certain types of tickets and our rules notify the category CC to keep the entire team informed.

Answered 08/26/2015 by: chucksteel
Red Belt

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