Hey there wondering the best approach or if anyone has already done this, possibly with a trigger.

If someone emails me (a technician) i often if i am on the road, create a work order by forwarding that mail to our service desk email address. Unfortunately, this makes me the customer (requester). What i would like is a script or configuration change that lets my status as a technician indicate that the CC should be the requester instead. So if one of the technicians emails with a CC field populated, make the CC the requester instead.

So a trigger like

Anyone got any idea how i would accomplish this?

OR, take the TO field when the service desk email address is CC'ed.