SMA Service Desk - Auto add specific users to CC list based on initial email?

Hello all-  

I am wondering if there is a way to add specific users to the CC List in a ticket based on the email that was sent to create the ticket.  

To explain further, say an email is sent to a group that includes the queue email address to create the ticket (we do this for change control).  When that ticket is created, the other users in the group are not added to the CC list, only the user who sent the email.  What I would like is for all of the users in that group to be added to the ticket.  

I hope that makes sense but if not I can try to explain further.  Any thoughts or suggestions from the crowd?


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Answers (1)

Posted by: Michelle.ashby 3 months ago
Purple Belt

I found this really helpful in my ticket rules and setting up emails to assign things properly:
KACE Systems Management Appliance 11.1 Common Documents - KACE Service Desk Administrator Guide (quest.com)

Depending on how the emails are coming to you, an update rule or perhaps there is a way to alter the email that comes and get the group in the @cc_list ?

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