How would you add the "watch list" to all Email CC:s for a case?

[Bj_rn G]

Incidents have some code (that I can't find so far) that adds every email from the "watch list" on an incident to the CC: list on an email composed from that incident.

Where does that script (or business rule, UI, etc) exist, and if I want to copy it to use on Case records, would I need to put it into the "Customer Service" application?

[rahulpandey]

Hi, This is mostly would be in notification script.

[Michael Lee1 · Accepted solution]

This is found in System Notification > Notifications, in the "who will receive" tab. The Watch List is added from the slush bucket. In this case the record is "incident commented." I would look at the incident notification records and just create similar ones for the table on which they need to be for case records.

[rahulpandey]

I think, this would still go in recipient not in CC. CC can be set through notification script, if I am not wrong.

[Michael Lee1]

You're correct. When added this way via the slush bucket they are sent notifications as a recipient. I took the comment "adds to CC: list" to just mean that additional recipients on the watch list were also being sent notifications. Not that it was an actual CC. Yes if he wanted it to be an actual CC then it would need to be added via notification script.