Ticket notifications - Additional recipient email addresses

[michalborkowski]

Hi,

I have a small problem with ticket notifications for additional recipents on CC
OTRS version 5.0.18 same issue on my previous version 5.0.10

Short description.

1. Customer sends an email (with two persons on CC) -> new ticket is created.
2. Customer gets autoreply and agent gets the notification about the new ticket. People from CC are skipped (why?), Everyone from this email should receive the same autoreply.
3. Agent adds a simple Note to the ticket - Communication->Note, Note type: external
Notification about that note should be sent to everyone from the email -> customer and persons from cc.
4. How to force OTRS to send this type of notification to people from CC?

When I use - reply to all (notification is not needed) everyone gets the needed info.
When I use Communication->Note notification doesn't work.

I've tried to use "Additional recipient email addresses" -> OTRS_CUSTOMER_Cc etc. but that does not work (why?). Rest of settings from Ticket notification is ok. When I add a fixed email address in Additional recipient email address -> then notification works for this fixed address.
I would like to use only Communication->Note, Pending, Close rather than reply to all. Is it possible? What should I improve in my configuration?