The workflow is as follows:
A customer requests a service. Send an email to the main address. OK - New Ticket Alert OK.
The ticket is created and the customer (Requestor) is informed that it has been acknowledged. OK | The customer receives the update. OK
The ticket is assigned to an agent. OK - Ticket Assignment Alert OK.
The agent creates a TASK and assigns it to itself, and requests a field engineer (Tech) adding the respective collaborator. OK. Task Creation and Assignment Alert OK.
The collaborator receives the request from the agent OK.
The collaborator (Technician) responds to the request and the task is updated OK.
::::::::::::::::::::::::::::::::::::::::::::::::::::::::::: CHALLENGE START :::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::
The task is updated but the agent does not receive alerts that the collaborator has added a new message.
For tickets, it works fine.
For Tasks, it does NOT.
I have seen that the problem is solved by asking the collaborator to add the agent's mail as an additional CC email. Immediately the alert arrives even before the task is updated. This is very useful because for each task, we request an engineer with different terms and conditions, and while is checked the task is quick to check the mail with the alert.
Technically speaking,
¿Where should the agent's email address be added or included as CC so that when the collaborator answers the email it is automatically included and generates the alert?.
¿Is it in the email headers, in some function? And in which file is it?
Thanks so much in advance.
