How do I CC a specific email address on every customer facing notification for a specific Company?

[Justin-DNV]

I have a requirement to CC a specific email address every time a ticket is created, or a customer facing update is completed on a ticket, for company, ABC.  Basically, the email address should be on the CC of all notifications that are sent to the person who created the ticket.  This is only for one specific Company though.

Does anyone have any suggestions on how I can accomplish this?  

Thank you!

[Tony Chatfield1]

Hi, the best solution would be dynamic OOB, IE utilizing a sys_user reference field/list that is related to the caller's company in some way, and so can be dot walked into a notification via users\groups in field. You could then configure for all relevant notifications and the user(s) would be included in the email messages; using this approach it also means the solution can be used for other clients if it becomes a requirement.
If the requirement is specifically to CC, then I would still use the reference field approach, but configure an email notification script to populate the CC.

Scripting for email notifications (servicenow.com)

[Sebas Di Loreto]

@Justin-DNV 

You have to create an Email script that uses the email.addAddress command with 'cc' (info here).

Put conditions on the script so it only has an output if it belongs to the given company.

Then you call that email script from the desired notification: ${mail_script:name_of_email_script}

It will only add the cc email address for the given company because that logic in on the email script, otherwise it will be empty and won't add a cc.

You can use this out of the box email script as a guideline: /sys_script_email.do?sys_id=12db006bb3810300ba066e5f26a8dc10