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Custom message sent to customer vs agent when a business Rule is active

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edited Feb 17, 2017 11:48AM in System Admin and Configuration 9 comments

Content

Hello,

I have a question regarding the notification email that the Agent is getting when an Incident notification is sent via email.

I mean, I want the agent to get an email notification about the Incident's Status without the Auto-response from the Administrator. Please see the attached image for Agent and customer.

I created different email notification Rules for Agent and customer but they seem to get the same structure of email notification with the auto-response from Administrator.

As suggested by some of the community members I should customize the Rule Email I send to the customer but I have different messages I need to send depending on the time passed since the Incident was created. I used instead the standard text messages included in the email notification to be easier for customer to access the incidents details on the website.

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