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.
ISD does not give you access to the TO or CC fields of the email.
The only option would be to use the "ADD CC RECEPIENT" feature.
This then would add the CC emails to the CC collection on the case, but also send all reminders to these users as well.
There is an open enhancement request for this as well. Please vote for the feature, so that engineering knows the needs of our customers.
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