We block most technicians to be able to work on their appropriate categories only and have the roles setup as such. Each role also has a permission to allow them to manage any incident that they are cc'ed on. The problem is that most users cc the group rather than the individuals of that group and that does not grant the permissions. It would be great if when you cc a group (this is always a technician adding a new team to work a ticket) that all users of that group get the permissions based on the role they have.
|What problem will this feature solve?:|
This way technicians in other departments don't have to know the name of other technicians in other groups. they know if they assign it to Purchasing then all the Purchasing folks can now see the incident.