> 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 <[email protected]> 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 >
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