Hi dbreaux1
,
Notification Rules are not template specific, it is a global
configuration. If you need the CC user to be notified, then you have
to enable it under Admin > Helpdesk > Notification Rules.
Enabling CC user notifications will send notifications only
if there is a CC user in an email sent to ServiceDesk Plus or if a
request is created with an email in the 'Email Ids to notify' field.
Prem M
ServiceDesk Plus Support
Prem M
ServiceDesk Plus Support