How to add CC field in customer login

[nirajvara]

Hi

I have installed 3.3.2 OTRS and centos. CC filed getting in agent login. but the cc filed not getting in customer login.
Please guide how can I add the CC filed in customer login.

[jojo]

this is not possible to prevent spamming of 3rd parties

[nirajvara]

Hi

This is the basic requirement when anybody call the log on OTRS. User always want that it can CC to his manager or team leader so for that CC fileld should be there. I think there nothing related to spam.

[jojo]

this makes no sense in term of any typical support process. Why should a team leader/manager be anoyed by requests?

[yuri0001]

In standard functionality your teamleader can see all tickets of his company in his customer interface. I think it is not his main concern to see then at a time when they create.

[nirajvara]

Hi

In Most of the company when anybody send any kind of e-mail then It's mandatory that it must keep in loop to team lead and project manager.
Only admin having the right to see the all queue and other stuff.

In our case developer creating a ticketing and keep in loop to team lead. So team lead come to know that why developer created the ticket. and he can come to know the status of it also that how it progessing the ticket or pending the ticket so he can take some action or escalate the same to admin.

[crythias]

Customer submits ticket.
Customer receives "Thank you for submitting your ticket" AutoReply.
Customer email replies to this with CC of team, etc. so team has ticket number in subject.
Agent replies to all upon correspondence.

Everyone is in loop.

[nirajvara]

Hi

In your scenario customer will have to first create the tciket and then forward that e-mail to others. This will add the effort for the customer who logged the ticket. I feel that is very odd. if you check any other ticketing system like RT or any other they are providing the cc and bcc filed to the customer.

so customer can loop to their higher authority.

and then admin/agent required to response that ticket. customer required to check only that ticket has been solved or not !!!

[crythias]

OTRS is designed for one submitter of a ticket to be the contact for the ticket being submitted.

If the team lead needs more interaction with the ticket than the customer who submitted the ticket, then the team lead should submit the ticket.

Or call it in or email instead of web .

[jojo]

Customers can send an email with their Boss in CC to OTRS.

But as already said, OTRS does not have this functionality