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We have a library of service requests. People can request access for themselves or for someone else.

  1. If they request access for themselves, they, as the requestor, are automatically included in any replies to the service request.
  2. If they request access for someone else, the “requested for” user has to be manually added as a CC when replying to the ticket.

When someone is plowing through tickets it slows them down a little to have to remember to check if the service request  was for the requestor or someone else. And then if it was for someone else to manually add the requested for to the reply as a CC.

Is there any way to automatically add the “requested for” to the ticket as a CC when it is first submitted?

Hi,

I would try a workflow automation.

Event: Service Request is Raised

Action: (here you might need to test)
Share with Requested for
 

or
CC to <placeholder for requested for> - I do not know if this would be allowed though.

You can add a condition before the action
 

'{{ticket.actual_requester.email}}' != '{{ticket.from_email}}'
this checks if requested for email is not the same as requester’s email

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