RT is brand new to our environment. I’ve set it up such that one user
handles assigning tickets to other members of our tech. staff to complete.
While assigning the ticket to a user is simple, I’m curious as to why
the new owner doesn’t automatically get included on the correspondence
with the user (ie they don’t start receiving emails)?
Am I missing something basic here or do I have to manually add them as
an AdminCc to the ticket? Can this process be automated?
Forgive the newbie like questions, and I appreciate your responses.