Helpdesk CC List

Helpdesk CC List

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Helpdesk CC List - 11/20/2009 8:48:08 PM

lnovak@gemini.edu

Posts: 6
Joined: 7/16/2009
Status: offline

I added two email addresses to the CC List under a specific category but when I create a ticket, the email addresses are not displayed. I'd like our users to see who is also looking at this ticket since they are defined as Users and not Admins. Thanks.

Post #: 1

RE: Helpdesk CC List - 11/22/2009 10:44:22 PM

GillySpy

Posts: 158
Joined: 7/3/2008
Status: offline

This is expected behaviour. The ticket CC list is separate from the category CC list. There are also separate email on events choices if you want them to receive event-driven emails based on different conditions.

With a simple ticket rule you could specify that when category is X then CC list should be Y.

I think you are implying that you know this -- you can change the properties of the cc list field to be viewed by users but there is no way to expose who the category cc'ers are.

Anyone out there have some suggestions?

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(in reply to lnovak@gemini.edu)

Post #: 2

RE: Helpdesk CC List - 11/23/2009 11:03:04 AM

airwolf

Posts: 563
Joined: 7/13/2009
From: teh interwebs
Status: offline

It sounds like you simply want your users to be able to view the CC list but not modify it. If so, you can change the CC Field's permissions for the queue to "Owners Only - Visible to Users".

(in reply to GillySpy)

Post #: 3

RE: Helpdesk CC List - 11/23/2009 8:48:42 PM

lnovak@gemini.edu

Posts: 6
Joined: 7/16/2009
Status: offline

I tried changing the CC field's permissions as airwolf suggested but when I submitted a test ticket, no names appeared. I'll keep doing more testing. Thanks for everyone's input.

(in reply to lnovak@gemini.edu)

Post #: 4

RE: Helpdesk CC List - 11/24/2009 7:49:29 AM

cblake

Posts: 29
Joined: 1/4/2006
Status: offline

You could write a Ticket rule that detects the CC_List and write it to the ticket silently, thereby displaying it only in the UI. If you wanted it to go out on the emails, you could write it as an Owners Only or public comment. My only concern is that Gerald didn't suggest this, meaning that it's probably not possible ;)

(in reply to lnovak@gemini.edu)

Post #: 5

RE: Helpdesk CC List - 11/24/2009 8:47:17 AM

airwolf

Posts: 563
Joined: 7/13/2009
From: teh interwebs
Status: offline

Gerald would tell you that nearly anything is possible with ticket rules, and I would agree.

Inovak, initially it sounded like you simply wanted users to be able to view the CC field on their submitted tickets. Are you, instead, trying to show them the Category CC recipients? If so, this would probably require a custom ticket rule.

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(in reply to cblake)

Post #: 6

RE: Helpdesk CC List - 11/24/2009 12:50:02 PM

RichB

Posts: 130
Joined: 6/29/2006
Status: offline

It seems the Category CC List should be named BCC List since nobody on the ticket sees who's getting emailed in the background for a Category, like a Blind Carbon Copy.

(in reply to airwolf)

Post #: 7