How to get 'CC Recipient' functionality working on Outbound emails in Service Desk

Version 14

    Verified Product Versions

    LANDESK Service Desk 7.6LANDESK Service Desk 7.7.xLANDESK Service Desk 7.8.xLANDESK Service Desk 2016.xLANDESK Asset Central 2016.x

    Configuring Mail to include CC recipients in replies and notifications



    1. Configure your top-level processes (Incidents, Problems, Changes and Calls) to include CC recipients.

    2. Create a window for CC Recipients so that you can add them to your process at a later stage.

    3. Add an Optional Action Instance to your process so that a user can add a CC recipient.

    4. In Mail, specify that you want replies and notifications sent to CC recipients.


    NOTE: In the following procedures we will use Incident as the top-level business object as the example. You can repeat these for your Problems, Changes, Requests and Calls as well.



    To configure the top-level business object for CC recipients:


    1. Start the Object Designer component, and open the required business object, for example, Incident.

    2. In the Properties grid, alongside the "Behaviours" property, click the brows button.


    cc object designer.jpg


    3. The Behaviour Selection dialog appears.

    cc behaviours.jpg


    4. In the Available Items list, select CC Recipient Container, then click >

    5. Click OK and save Object Designer.


    A new business object is created, with the suffix of CC Recipient, for example, Incident CC Recipient, and a number of attributes have automatically been added.

    If you want to Propagate this action to child, please follow step 6 - 8. If not, jump straight to step: "Creating the CC Recipient window"


    6. Double click on the top-level object, for example, Incident

    7. On the Attributes tree, select the CC Recipients collection, then on the Actions list, click Manage Actions.


    The Action dialog appears:

    cc manage actions.jpg


    8. Tick the "Propagate to Children?" check box then click OK.



    Creating the CC Recipient window:


    1. Go to Window Manager component, and on the Business Objects tree, expand Incident Management.


    cc window.jpg


    2. Select the "Incident CC Recipient" business object, then on the Actions list, click New Window.

    3. On the Attributes tree, you must add "Recipient Title" and "Email Address" to the window. You don’t necessarily need to add any further attributes to the window, but you can if required.

    5. Save your window.

    6. If you are planing on using this action in Web Access, make sure you make your window available for Web Access



    Modifying the required process:


    The next step is to add an optional action instance to the required process so that further CC Recipients can be added if required.


    1. Go to Process Designer component, open the required process.

    2. Select the status where you want to be able to add your cc recipient from. For example: Open. Go to Properties and click the brows button on "Oprional Action Instances"


    cc process.jpg


    4. In the Available Action Instances list, select Add CC Recipient and then click OK


    cc add action.jpg



    5. Repeat as required for other statuses throughout the process, then save and activate your process again.



    The final step in the configuration is within the Mail component.


    1. Start the Mail component.

    2. On the E-mail Setup tree, double-click Outbound Mail Server Settings.

    3. Select the Notify ‘cc’ Recipients check box and click save.


    cc outbound email.jpg


    Now all of the CC Recipients will be notified at the same time as the originator of the e-mail when a response is made from LANDesk Mail logging a process, and when a reminder or assignment has Notify Originator selected.





    Please note that the Email Address entered on the CC recipient window overwrites/copies over onto the name field.

    This has been given problem number: 3608.


    However, there is a good workaround for this, as described below:

    - Add a new string to cc recipients object to contain a recipient name

    - Set the old recipients title to not be mandatory at the object level or you won't be able to save your window.

    - Add this to the window in place of the existing recipient name field

    - Move the existing recipient name field off the groubox band set this to not show on the window.

    - Create a Copy rule to copy the email address in to the hidden recipient name field on the action of update.


    If you are experiencing this problem, please log this with your support provider, referring to problem number: 3608