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Clarification on business rule "Send Email Response to Sender" functionality

Accepted answer


Does the business rule action "Send Email Response to Sender" also send the response to secondary contacts on an incident?

Also, is "Sender" in this context always the primary contact, or it is the contact that last updated the incident (could be by email)?

Content (please ensure you mask any confidential information):

We recently onboarded a team that was using the alternateemail custom field into our main instance where we do not use that custom field.

Previously, they had used that alternateemail ( field to send an email to every contact on an incident (primary contact plus alternateemail field) whenever an incident was updated from the CP. The rest of our teams do not follow this practice - they use secondary contacts, which are copied on all manual responses.

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