Can automated mails be sent to copied mail ids while creating incident

Question

Hi Team,

Scenario : When issue is created using Email channel

Can automated mails be sent to copied mail ids while creating incident, when those incidents are created by support team using mailbox.

Details :

After mailbox configuration is done in JSM

Email channel is added/Default email account is added

When support team creates incident by writing a mail to that particular email id (in To)

So whichever mail ids are there in CC, Can we write an automation so as to allow notifications to be sent to mail ids in CC?

Bhanu_ihv087 · Answer

All users in CC'd are added as Participants to the ticket and every participant will receive notifications about the issue.

You will need to have the following enabled:

* Have the global feature enabled to create an account for new customers in the email
* At project level, Customer Sharing option should be set to search for other customers within project or organizations.
* Check Customer Notifications and make sure that there is a notification rule to send Notifications to customers.