Hi,

I will migrate our helpdesk solution to SDP (version : 10.5 v10503).

I have a last problem before ending the migration.

Scenario : 

1) User A send mail to the helpdesk with user B in CC. (user B isn’t add to “E-mail Id(s) To Notify“) 

2) User A and B received mail when request is created

If User A send a response, this response is added on request, but B doesn’t receive notification.

If User B send a response, this response is added on request, but A doesn't receive notification.

If tech reply to a message, CC is empty.

If ticket is closed, A and B receive a notification.

Notification rules checked : 

- Acknowledge requester by e-mail when a new request is received.

- Acknowledge sender by e-mail on receipt of the email reply.

- E-mail user when a request is resolved.

- Acknowledge E-mail Cc users by e-mail when a new request is created.

- Acknowledge E-mail Cc users when a request is resolved.

- Acknowledge E-mail Cc users by e-mail when the request is closed.

- Notify requester and Cc users when a technician's reply through email is appended to the request

Question :

a) Is-it possible, in a request to see all people with is in CC ? (And with the possibility to add or remove one of them)
b) Is-it possible, when A or B send mail to a request, the other people have notified ?

c) Is-it possible, when tech send mail with the UI request, all people (requester and CC) has notified ? (Another possibility : auto-populate CC when he fills reply form.)