Unable to include user in the CC field of the Case notes

Purpose:

This article aims to help users understand and resolve the issue where CC’ing a user in a case note does not function as expected in the SupportLogic UI. It explains the cause of this issue and provides a step-by-step guide to ensure successful integration for proper case note writeback.

Description:

We might face an issue while attempting to CC an email address or user while adding case note to a case via the SupportLogic interface. This typically happens because the user's SupportLogic profile is not properly integrated with their CRM user ID. It is essential that your SupportLogic account is connected to your CRM user identity. Without this integration, writeback functionality (such as comment syncing, CC’ing users, or updating case fields) will not work. Pleas refer to the below GIF for integrating your user id with your CRM.

Once connected, you should be able to:

• CC users properly in case notes

• Ensure case updates reflect in your CRM.

• Write back public replies or internal notes directly from SupportLogic UI.

Note: If you're still facing issues after integration, please validate with your CRM admin whether there are any restrictions or permission limitations associated with your CRM user ID.
If there are no restrictions and the issue persists, please contact SupportLogic Support team and include a screenshot or HAR file of the error to assist with troubleshooting.