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Acknowledgement should not be sent to specific email channel SR creation

in Help Desk 2 comments

Summary:

Acknowledgement should not be sent to specific email channel SR creation however other email channel SR creation should get acknowledged.

Content (please ensure you mask any confidential information):

We have a requirement where any SR's gets created to one email channel Ex: hcm@oracle.com should not receive any acknowledgement however the SR's created for other email channel Ex: oraclehcm@oracle.com should receive acknowledgement.

If we disable the SVC_ENABLE_INBOUND_EMAIL_ACKNOWLEDGEMENT, the other email channel which should receive acknowledgement will get affected.

We tried looking SVC_INBOUND_EMAIL_PATTERN_TO_STOP_ACK, however if we define specific email id of the user who requested for SR creation through hcm@oracle.com email channel not to receive acknowledgement, this profile option is blocking complete SR creation itself.

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