Select Additional Recipients for an Incident Response

Follow this procedure to select additional recipients for an incident response.

1. Click Options and select the Always Show for Response and Show CC check boxes under Email Message Header.
   The Response title bar expands and the CC field displays. To display the BCC field, you must also select the Show BCC check box on the Options window.
2. Click CC.
3. To import your contacts from the default Contacts folder in Outlook, select the Load Outlook Contacts check box. This is useful for displaying contacts that are not present in B2C Service.
4. Select a name from the list.
   Tip: Typing the first few letters of the name in the field at the top of the Select Names window highlights the first name in the list that matches the letters. Notice that this name may be the contact’s first or last name, an email address, or a group or distribution list.
5. Click CC to list the name in the CC field or click BCC to list the name in the BCC field. Names or addresses in the CC field are visible to all recipients of the response. Names in the BCC field are not visible to other recipients.
6. Click OK.
7. Click Send.
   The response is sent to the customer, as well as any other recipients you added to the CC or BCC fields.

Results:

Depending on how your administrator configured your application, the incident status may change to Solved when you save the incident. The incident assignment may also change to your name if the incident was previously assigned to another staff member.