Can CC'd users add to ticket.

markscott4084 · 2011-11-28T05:11:56.000Z

Hello,

When I CC a user. Is he able to add / modify a ticket ?

If no, is there a way to do this ?

Thanks,

markd2705 · 2011-11-28T05:17:21.000Z

When you say “Is he able to add / modify a ticket”
What do you mean?

Are you talking about within User Portal and if the CC’d user is part of your organisation?

Certainly, If a CC user replies to a ticket ALL recipients will receive the email.

markscott4084 · 2011-11-28T05:21:20.000Z

Hello, thanks for your reply.

Yes the CC’d user is part of the organisation. Is he able to add to the ticket if he is CC’d on it ? Not just receive notifications ?

antonyrowell · 2011-11-28T05:22:10.000Z

Ahh do you mean if he can comment on an open ticket whilst not being the user who submitted the ticket ?

markscott4084 · 2011-11-28T05:28:07.000Z

Exactly

markd2705 · 2011-11-28T05:29:00.000Z

Well Replying to the Ticket is “Adding” to it and all recpients would see it. They don’t however have contro; over the ticket like the Admin would. So you could say that Replying is “Adding” to the ticket!

markscott4084 · 2011-11-28T05:33:34.000Z

Do you mean replying to the notification e-mail ? I have not set that up yet. All entries are made through the portal.

Does this mean the CC’s user cannot add to the ticket through the portal ?

markd2705 · 2011-11-28T05:39:21.000Z

Sorry, I am confused. How would the CC’d user know they have been CC’d, I assume they would receive an email “Yes”? In turn they would just need to reply to the email. There is no need to access the Portal to access the Ticket. They Email itself “Is” the ticket. Apologies if I am missing something?

markscott4084 · 2011-11-28T05:48:18.000Z

Thanks for your patience.

I have not integrated incoming e-mails into the ticketing system yet. The only response from a user or a CC’d user would be via the web portal.

markd2705 · 2011-11-28T05:50:11.000Z

Well the ticketing system is Email based, how would the CC’d user know about the ticket otherwise? You wouldn’t expect all users to have to monitor the Portal all the time…or do you?.

markscott4084 · 2011-11-28T06:08:26.000Z

Notifications are working…so the user knows he has been CC’d on a ticket as he receives the e-mail.

He cannot reply to the e-mail as this is not activated.

He could then go to the portal and add comments if needed. That’s what I’m trying to get working.

markd2705 · 2011-11-28T06:36:44.000Z

CC users can only view the Ticket in the Portal (unless an Admin).

Not sure why you don’t have emails enabled as that is (from my understanding) the whole premise of Spiceworks ticketing. I am sure you have your reasons.