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Prevent techmail from updating Incident Status = Updated

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edited Oct 24, 2019 5:27PM in Customer Portal 7 comments

Summary

Prevent techmail from updating Incident Status = Updated

Content

Hi Experts,

           Is there a way we can prevent Techmail from updating the Incident Status = Updated when customer replies to an email sent out by Rightnow (Rule Email). 

We are driving some business processes based on Incident Status. We have "DO NOT REPLY... " in the Email Template but still customers reply and this disrupts the business process. 

Version

19C

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