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Business rule sending response shows twice in email

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edited Mar 30, 2022 2:53PM in Agent Desktop 5 comments

Summary:

Applying a business rule to append and send response. Response text appears twice in email.

Content (required):

I've created a rule that will append standard text and send the email response. It then assigns the incident to a queue and stops processing. When the response email is received it shows the response twice, once under Response and once under the customer thread. See attached screen shot.

Version (include the version you are using, if applicable):

21B

Code Snippet (add any code snippets that support your topic, if applicable):

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