Hi

 

We have approximately 200 users who submit their helpdesk requests by email only.  This works fine most of the time, except when the requester includes or cc's other individual staff or a group mailing list.

 

In some instances, individual email addresses are invalid because that person has left but the requester may not be aware. Also, when the requester includes a group mailing list, technicians are unable to close the request because they are not part of that particular mailing list.

 

Is there a way that a technician can view and edit a request (i.e. the To: and cc: fields) to remove unnecessary/invalid email recipients and allow the request to be closed in SDP? Obviously when a technician replies to a request, they can edit the recipients in the To: field, but it is more an issue when closing requests.

 

Thanks.