Hello Leah, I believe that can be done using the watch function, that way agents can be notified of tickets they are watching.
Regards 2014/1/15 Leah Kelly <lke...@tenstreet.com> > The cc’ed agent would get a notification to alert them that the sender is > expecting them to also > be reading this email thread. > > In the cases we have, the To: agent gets the ticket and works it, and the > cc’ed agent > never sees it at all. We would like a way to alert the cc’ed agent so that > they > will know they’ve been cc’ed. So they can stay abreast of the issue as > well. > > The only other way is to have the To: agent tell the cc’ed agent, but I > was wondering > if there was an automated OTRS solution in place. > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net
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