How can an emailed ticket to the service desk get its ticket CC automatically filled with that ticket's actual CC information?
If the user emails the helpdesk and CC's their supervisor, I want the supervisor email to fill the ticket CC in KACE so that all comments reach them also. I believe this can only be done by SQL code in a custom ticket rule, however several others have stated that KACE drops the original ticket CC information. See here-> http://www.itninja.com/question/email-owners-with-unassigned-updates-and-cc-all
However here--> http://kace.uservoice.com/forums/82699-k1000/suggestions/2056235-taking-cc-information-on-inbound-email-and-adding seems to indicate that this is possible, but for some reason much more difficult than it should be.
Any ideas?
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This feature is now added. Once you are in the Service Desk go to Configuration and then Settings. You should see an option to select a check box to have anyone that is CC'd on email to be automatically CC'd on Ticket. - Jillsy 6 years ago
Answers (3)
Nevermind folks. I got an answer from KACE.
This is from a tech with the KACE remote service team:
"In the current version of the K1000 "6.3" CC'ed email addresses do not get analyzed , meaning we are not able to add them to the ticket not even with a ticket rule , in the next version of the K1000 "6.4" it will have this feature built in , there is no release date for 6.4 but I can say it's not to far away."
