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Automatic response on SRs created from inbound email

in Fusion Service 4 comments

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Hi

We have configured proper email notification to employees on creation of a service request. The email notification is being sent to primary contact's email.

But when a Service request was created from inbound email there is additional notification sent to the sender informing that the SR was created.

There are "response" configuration parameters but we kept them empty trying to prevent sending the unnecessary additional response.

  1. We would like to prevent sending those automatic responses and keep only the notification emails we've configured using Object workflows
  2. Only when an inbound email was received from unknown email (email that is not associated with any contact) we would like to send a response but preferably a proper response we configure and design
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