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Including Requested Participants in Email Updates

john Wilson Sep 22, 2017

We are receiving issues via email and need to include any cc'd email addresses in any email communications going forward.

These people are being added as a "requested participant" however within any notification settings there is no option to add "requested participants" anywhere, just the reporter and customers involved. Using the later option sends an email to any contact within the requesters organisation, with having large organisations as customers this is something we dont want to do.

I've had a look through similar questions and I've not seen a solution that works.

Any help would be appriciated.

1 answer

1 vote
Susan Hauth Community Leader Sep 22, 2017

Hi John,

"Requested Participants" is the same as "Shared With" on the portal.  These individuals are included in "Customers Involved" in the notification scheme.   There has been some naming changes in Service Desk which makes this somewhat confusing. 

Hope that helps and please mark answered if it does.

Susan

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