Hi Priya,
I think you've misunderstood the requirement. I thought I made it pretty clear
The requirement is for a user who has been CC'd to be granted permission to view the request in the SDP Self-Service Portal.
Don't get me wrong, the notifications you refer to are useful; however, they are not enough. The notifications themselves contain a link to view the request in the self-service portal, however when the CC'd user clicks it, they are told they don't have permission. This is counter-intuitive and frustrating for users.
It is not an option to simply allow all users to view all requests as this has security and privacy concerns.
It makes sense for a user who has been CC'd on a request to have visibility of that request in the portal.
Several companies we deal with, who have a similar portal, operate this kind of system. If I CC one of my colleagues on a request, they automatically get permission to view it. In fact, it goes into a view called "Requests I have been CC'd on". It's extremely useful.
The reference number you quoted near the top of this thread (SDF-40795) doesn't appear on your published list (https://creator.zoho.com/servicedeskplus/sdp-known-issues/#View:SDP_Features).
Could you please confirm that the reference number does refer to the requirements I have described, and not simply the existing functionality where notifications are sent to the CC'd users?
Many thanks,
Richard