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Incident Creation Notification Not Working

Accepted answer
edited Oct 15, 2020 5:16PM in Agent Desktop 3 comments


Email notification did not trigger when create new incident via email


We/customer need to get email notification when incident is created via email. We have configured the followings in our site

1. Configured Mailbox
2. Administrator Notification from Message Templates
3. Enabled Techmail Utility
4. Configured Business Rule i.e Initial State >> Send Incident Receipt

Still we are unable to get email notification from system. Here the steps

1. Send an email to [email protected]
2. Incident Created -Confirmed
3. Expected Result - Customer (we as customer) should get default system generated email

Is there any configuration setting we are missing. 


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