I know I can use the cc field for categories in service desk, but is there a way to set a cc field for submitters?
We have a department where any help tickets created and emails back and forth regarding the ticket need to be cc'd to a manager. Is this possible?
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Posted by:
Deepak Gupta
8 years ago
You can use customer ticket rule to add the email ids while saving the ticket by submitter.
if you have AD Integration then current manager of submitter you can get from AD.
Posted by:
Hobbsy
8 years ago
It sounds as if you need to add the manager into the Ticket CC field on any applicable ticket. Then by making sure the email matrix is set correctly they will receive notification updates. You may also be able to work out a ticket rule that identifies when a category is selected and enters the manager name into the CC field.
