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Responses to Escalation Emails

Accepted answer
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edited Aug 21, 2020 8:01PM in Agent Desktop 4 comments

Summary

Responses to escalation emails are creating new service requests and I need to stop it

Content

I have escalations sending via email to team members. Unfortunately, they continue doing a "reply all" when they get them and because they don't own the request it creates another request in Oracle. I need to prevent responses to escalation emails. If I could make the system mail address in the BCC line or any other solution I will use it but I need a solution fast. Any ideas?

Version

19D
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