Hi Guys, When a new incident is created a "CustomerReceiptConfirmation" email is sent to the end customer. I have been asked a few times now why it is not possible by default to add additional people to this email and I don't have a good answer. The use cases are usually based around two scenarios: Case 1 - Customers want additional people to be kept informed of particular incidents - customer IT staff logging the call but would like an end user or manager copied on all emails as well. Case 2 - Person X wants copied on the ReceiptConfirmation email for every incident for a particular company - we are multitenant service provider so this would be service managers looking to know about each call logged for their high priority customers.
Case 1 workaround has been manual emails and for Case 2 we have been using SVT milestones. Both not ideal. Initially I thought I could utilise the workflow that pushes the customers email address to Process Control and amend to the email address - but I cant do that as checks are performed in process control for notification preferences etc. Anyone crossed this bridge before and care to share their strategy? Thanks T _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
