Anais

Hi. I still did't figure out why I can't make it work with email_ccs, but I found out that by using additional_collaborators instead of collaborators, the existing CCs are preserved.

I hope this will help somebody...

Just a drawback: adding an agent will make him an invisible follower, it's pitty when you want him to reply directly to the requester. I suppose it's inherent to collaborator property. I tested disabling follower, but then the agent is not added at all...

Hi there !

I tried this method succesfully but indeed this replaces existing CCs. I read that email_ccs property is prefered to collaborators and that it doesn't remove existing CCs, so I tried an URL target with ticket[email_ccs] instead of ticket[collaborators] but it doesn't work. Any idea why ?

Otherwise, Mark's method is good for simple cases, but I have at least 6 different CC's upon the choice of a custom field, plus some others depending on a few other fields, so it looks like this will oblige me to multiply triggers and it won't be simple to update.