We have several different queues for tickets and all of them but one has the ability to drop down at the CC List and choose an email address. I can't find anywhere that the queues are different; any suggestions?
It looks as if the CC Field is marked as read only? So in your SMA go to Service Desk>Configuration>Queues and select the queue you need to change.
Now click "Customize fields and Layout" and on the next screen scroll down to the "Default Layout and Ticket Fields Section"
Find the "CC List Field" and edit making sure the permissions option is not set to "Read Only"
Save your field settings and remember to "Apply Changes" to the Queue