The CC List is not working
We have a category called "Other". We want those listed on the CC list to be notified of any new ticket that has "Other" as a category so we can consider creating a new category. When we create a ticket with this category those on the CC list are not being notified. We have added their email names on the helpdesk customization page next to the category. Is there another step we are missing?
Community Chosen Answer
The CC or any of the check box notification work when there is a modification to the ticket. If the ticket comes in with "other" people on the cc will not get a notifcaiton because the ticket hasn't been updated or changed techincally. If you want a notficaiton when a ticket is created in the KBOX to go to a set of people, regardless of the category, you will need to create a custom ticket rule.