We just upgraded our Kace 1000 to version  6.4.119927. Among the new features we were hoping to use is the ability to add to the CC field in tickets via email. As stated in the release notes:
Email processing: All users in the To and Cc fields of email messages sent to the Service Desk are now automatically added to the Cc list of tickets. This helps to ensure that stakeholders receive notifications when tickets are updated.
However, I just tried this out on an existing ticket. I replied to the ticket and CC'ed an external email address. My comment was added to the ticket, but the CC list in the ticket did not show anything added. Does this new feature require a configuration that I am overlooking?

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Check Service Desk, Configuration, Settings and verify that the following setting is enabled:
Add email addresses from CC List to ticket

Answered 10/27/2015 by: chucksteel
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