I'm attaching the headers from both emails. One named directemail-headers.txt is the email sent directly to the support inbox:
From: "Smith, Wes" <staffmember@example.edu>
To: supportinbox <supportinbox@example.edu>
CC: "person1@example.edu" <person1@example.edu>, "person2@example.edu"
<person2@example.edu>
Subject: direct email to the support inbox with 2 people on CC
and the one named staffemail-headers.txt is the one sent to the staff member that was then copied into the support inbox:
From: "Smith, Wes" <staffmember@example.edu>
To: "Johnson, Mark" <mark@example.edu>
CC: "person5@example.edu" <person5@example.edu>, "person6@example.edu"
<person6@example.edu>
Subject: email to staff member that will be copied/dragged into support inbox
I will also attach 2 screenshots, ticketShowingCollaborators.jpg is the one showing that the person1 and person2 were added as collaborators.The other one shows that the ticket was created, but the collaborators (person 5 and person6) were not added.
txt files are pasted below because this forum won't allow .txt attachments ..??
directemail-headers.txt
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From: "Smith, Wes" <staffmember@example.edu>
To: supportinbox <supportinbox@example.edu>
CC: "person1@example.edu" <person1@example.edu>, "person2@example.edu"
<person2@example.edu>
Subject: direct email to the support inbox with 2 people on CC
Thread-Topic: direct email to the support inbox with 2 people on CC
Thread-Index: AQHUeFz7fLYGlMS+TEmXX+50ZeXyJA==
Date: Fri, 9 Nov 2018 18:49:44 +0000
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this is the ticket body
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From: "Smith, Wes" <staffmember@example.edu>
To: "Johnson, Mark" <mark@example.edu>
CC: "person5@example.edu" <person5@example.edu>, "person6@example.edu"
<person6@example.edu>
Subject: email to staff member that will be copied/dragged into support inbox
Thread-Topic: email to staff member that will be copied/dragged into support
inbox
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Date: Fri, 9 Nov 2018 18:54:29 +0000
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X-Microsoft-Exchange-Diagnostics:
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X-Exchange-Antispam-Report-Test:
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X-Exchange-Antispam-Report-CFA-Test:
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X-Microsoft-Exchange-Diagnostics:
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X-Microsoft-Exchange-Diagnostics:
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SpamDiagnosticOutput: 1:0
X-MS-Exchange-CrossTenant-OriginalArrivalTime: 09 Nov 2018 18:54:31.3049
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X-MS-Exchange-CrossTenant-Network-Message-Id: 4456238c-be02-461c-c9a1-08d64674c88e
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X-Microsoft-Exchange-Diagnostics:
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X-Microsoft-Exchange-Diagnostics:
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