How to pick cc list from email while creating ticket?

[sairam.kancharla]

Please share some steps to created this rule and when we commented the issue the notification should go to cc list as well.

[Samuel Gatica _ServiceRocket_]

Hi @sairam.kancharla 

Welcome to the community!

When someone is added on CC, they are automatically added as a participant and receive an email informing them of this.
It will only work if you let the configuration for customers to create their accounts. In this case, your Service Desk will not be open, but anyone who sends an email to open a ticket or go to the Customer Portal log-in page can create their account.

Also, watchers are only internal users with a license, it will not be possible to add external people as watchers.

You can find more information on the link below:

• What are request participants?
• Add request participants through email 

Best regards

Sam