> > 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.
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