When a user opens a request it is very common to have an auto-response trigger send a notification to the user. However, if you allow users to add CCs, that first auto-response is not sent to the CCs.
Problem: There is no option to include the CCs in this response.
Solution: Replace the normal auto-response trigger with a trigger that updates the ticket via a target.
How it works
- We need to create a target to update the ticket
- Plus change or replace the trigger that fires the notification.
Target will look like this...
Title: Auto-response via Trigger for CCs to work
Attribute Name: ticket[comment][body]
Authentication Details: Username and password of account to use
- Note: You will see an agent signature on this comment as set by the agent account you use. We used a very low use users account and changed their details to something generic.
The trigger will be a replica of your existing auto-response trigger or triggers.
Replace the notification action as below.
- Notifications: Notify Target > 'Auto-response via Trigger for CCs to work'
Message: (modify to suit)
Your request has been received, and this message has been sent to any CCs on the request.
Replies to this message will be visible to all CCs
Thank you - we'll be in touch soon!
That's it - let me know any suggestions for improvement.
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