How can an emailed ticket to the service desk get its ticket CC automatically filled with that ticket's actual CC information?
If the user emails the helpdesk and CC's their supervisor, I want the supervisor email to fill the ticket CC in KACE so that all comments reach them also. I believe this can only be done by SQL code in a custom ticket rule, however several others have stated that KACE drops the original ticket CC information. See here-> http://www.itninja.com/question/email-owners-with-unassigned-updates-and-cc-all
However here--> http://kace.uservoice.com/forums/82699-k1000/suggestions/2056235-taking-cc-information-on-inbound-email-and-adding seems to indicate that this is possible, but for some reason much more difficult than it should be.