Thomas Whipps

@Jake Holman - That solution would work for my case in particular if I could select "...And add comments" for individual end-users.  I don't want or need everyone in the org to be able to see and comment on all tickets.

If I could do this on a per user basis, then the "add end-user to CC" trigger would be unneeded for us.

@Jake Holman - The way that we would implement the CC trigger is not so much to micromanage, but to allow better communication.  Right now I am able to let our Tech teachers view all tickets in their respective schools by using the "View all tickets in users org" option.  I need to take that one step further and allow them to comment on all tickets.  They don't need Agent permissions, but they need to be able to comment on the tickets.  Being able to auto-assign them to the CC slot would solve this problem without wasting time manually assigning them one ticket at a time.  This is the layout of the triggers that I have in place for each school.

When a new ticket is created...
and requester's tag is "school1"...
assign agent "John Doe"...
CC end-user "Jane Smith"... <<>>
email agent "John Doe"...

I don't even need the trigger to email the CC'd end-user.  I just need them added to the ticket to let them view and add comments.

+1 to this...  I run the help desk for our school district and have a need for this functionality to exist.  We have 6 schools in our district and have one agent for every two schools.  We also have Technology Teachers that work at each school that need to be able to see the tickets for their buildings.  At the moment, our techs need to manually CC the tech teachers on each ticket.  This is time consuming and rather archaic.

All we need is to change the dropdown list of only agents, to a text field that functions like the CC box on the ticket view.  For example, if I start typing "Smith" the automated search will bring up all users with "Smith" in their name.  I can then click on "John Smith" to be a CC on that ticket.

I need this to be a trigger or automation.  We have all of our end-users tagged with the building that they belong to, and this is what allows us to assign the tickets to the proper Techs.  I also need to CC those tickets to the proper Tech Teachers.  As has been said before, this is not an unreasonable request, nor is it so complex that it would take SIX YEARS to complete.  Yes, today is the six year anniversary of this request's submission.

PLEASE stop sweeping this under the rug and just get it done.  Six years to solve a simple issue is absolutely ridiculous...  Thanks guys!