Thanks Anton. All of the employees at my company rely on e-mail for all communication. Most of us have Outlook running which immediately notifies us of new e-mails. If a default CC function were available issues could be easily monitored by multiple people allowing anyone to chime in if they have a thought or suggestion. I believe, currently, viewing a locked ticket requires a search to even see it.
I think an even better feature would be to add a button next to "CC:" when composing/replying to a ticket which allows you to select a Group of people to CC to. This would add each user's e-mail address in the group to the CC field. This would at least make it much easier to include a group of people on a certain topic, if thought necessary.
Thank You,
Frank Weindel
-----Original Message-----
From: otrs-bounces@otrs.org on behalf of Anton Gubar'kov
Sent: Sat 1/10/2009 7:08 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Default CC/Admin CC
Hello, Frank,
AFAIK, there is no default CC: function like you described. OTRS does honor
cc: on any article agent replies to.
I would look into either preprocessing incoming emails externally to add a
default cc: or use postmaster pre-filter in OTRS to add a default cc: to an
article.
IMHO, cc: function is fully redundant for such an advanced ticket management
system. Why not give access to the system for all interested parties and
manage communication there?
Regards,
Anton.
2009/1/7 Weindel Frank
Hi All,
I would like to know if OTRS has the ability to store a default CC with every ticket that is created. So any changes/replies/notices for that ticket are automatically sent to a specified list of people. This is similar to what Bugzilla and RT currently has.
Thank you,
Frank Weindel
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