Service Desk E-mails
This is an interesting one. I would like to have full e-mail visibility into our Service Desk queue. By that I mean every single communication goes to everyone on the SD, this way everyone knows what's happening with each issue. We don't like how isolated the tickets become once they have an owner. So basically the need is:
email@example.com (contains all SDManager and ITManager)
New ticket comes in (send e-mail to "firstname.lastname@example.org")
SDUser1 takes ownership
SDUser1 asks a question to the submitter via the portal or via email (email sent to "email@example.com" and "firstname.lastname@example.org")
Issue resolved, SDUser1 writes resolution and closes ticket (email sent to "email@example.com" and "firstname.lastname@example.org")
Anyone have any ideas as to how to accomplish this?