1 Reply Latest reply on Sep 5, 2017 1:45 AM by Senta

    Mapping to and cc recipients

    JayBetancourt Apprentice

      Does anyone know if it's possible to map email addresses in the TO or CC line of an incoming email? For example: User emails Service Desk and a ticket is created. They also add someone else in the TO line of the email and someone else in the CC line. When the ticket is created, I want to be able to tell who was included in either fields. Today, Service Desk only places the body of the email in the description field. I do not have visibility on anyone else that was also included in that email. From: Jane Doe To: [email protected] Cc: John Doe Subject: Help Message: Help me When I review the ticket, the raise user, subject, and message appear. However, I don't know who was copied in the Cc field.