Dear Erik, If an agent answers a ticket by email, they can of course CC someone - because it is an email they send. If an agent answers a ticket with a note, they can not add any kind of CC (to customer site) - because it is not an email. If a customer opens or reply a ticket by email, they can CC someone - because it is an email they send. If a customer opens or reply a ticket by note (customer portal), they can not add any kind of CC - because it is not an email. I know and I agree that the word “Reply” in the customer portal might not be the perfect description in that case. What is the reason that you don’t want your customers to send emails? Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project On 11.01.2011, at 10:59, Erik van Ast wrote:
Hi all,
I have send this question twice to the list and no one has answered the question yet.
Is there no one who needs this feature or who knows how to create this option?
Here the question :
Hi all,
We use OTRS 3.0.4. on a OpenSuse 11.2 system and that's working fine now.
There's one thing we want to change now and that is a CC address in the new ticket screen for customers. When customers log in and create a new ticket, they have to select a queue to put the ticket in and a subject, but there's no possibility to email this ticket to another person within or outside of our company too. The same goes for replying to tickets by customers, there's no CC (or BCC) option there too, while agents do have this option when replying to a ticket. We have multiple customers who want to CC the message to someone else, but that's not possible now. We know that we can also email to the ticket system which will create a new ticket and that way customers can CC their ticket, but we also want to do it through the new/reply ticket screen in OTRS...
Can someone help us with this?
Kind regards, Erik
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