have the ticket go into/be visible in both agents queues (but remain one ticket) no. but the agents can be configured to see multiple queues.

send an agent email notification out to the cc’ed agent, letting them know they’ve been cc’ed in ticket# Why wouldn't the cc'd agent get the email notification?

On Tue, Jan 14, 2014 at 11:39 AM, Leah Kelly wrote:

Hello,

I have cases where sometimes agents will work together and one agent is cc’ed, is there a way to either:

- have the ticket go into/be visible in both agents queues (but remain one ticket) - send an agent email notification out to the cc’ed agent, letting them know they’ve been cc’ed in ticket#

Or any other reasonable solutions to this that anybody else has found?

Thank you! Leah --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs