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04/12/2019 215 views

I have selected the proper "Email on events" pieces I want and have also entered a default value into the CC list field.  But, the user is never added when the ticket is created or opened and saved again.  There has to be a setting I am missing.  This is a Kace Systems Management Appliance 9.0.

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  • Are you talking about adding users to the cc list when they are copied on an email sent to the queue?
  • No, I am talking about in the Queue Detail/Queue Customization screen. Specifically under Category Values. The third column, after name and Default Owner, is CC List. I am assuming that means that any ticket with that category will then insert the value listed automatically in the CC List field. At least that's the way the manual describes it. It's not working.
    • The wording in the admin guide is incorrect and confusing. Notice that it refers to a checkbox, but the field is a text box. The CC_LIST field in the category properties is the list of email addresses that can be notified using the Email on Events settings or with a custom ticket rule. I do not recall it ever being added to the ticket CC field.
      • Chuck, I thought I posted this the other day. As usual, you saved the day for me. You are right on with the statement about the documentation being incorrect and confusing. You cleared it up for me. I was not seeing the difference between CC_List and Ticket CC. It's obviously very different, so I am good now.
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