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How to mimic "Email Incident Information" via CPHP ?

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edited Jun 15, 2021 7:22AM in Integrations and APIs 2 comments

Summary

How to mimic "Email Incident Information" via CPHP ?

Content

We have Contacts which needs to be notified (similar to "Email Incident Information"). These Contacts are not related to Incidents. However, Contact records exist for these Contacts. The values of email id are fetched from a custom field and varies dynamically across Incidents.

Ideas tried so far:

1. Business rule : does not work as the Email Incident Information rule cannot be configured with dynamic email id.

2. Adding these Contacts as Secondary Contacts (other contacts) to Incidents (or) alternate email custom field : does not work as we need to send information on private notes as well and the email sent to cc includes only public information/ responses.

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