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Prevent a contact from being created upon receiving an incident

Received Response
edited Jan 25, 2017 3:47PM in General Functional Discussions 5 comments


Hi All,

While doing the forward option in the incident screen,if we enter the new mail address, then it will create as a new contact while replying to that incident.How can we prevent that contact creation?

For ex.I have created an incident for a contact aaa and forward that incident to get some information from the third party(which is not in the system as agents,customers) email address([email protected]).Once the third party replied to the incident,it has been updated in the incident thread and meanwhile the [email protected] as created as a new contact in the system.I hope its a system functionality,is there anyway to prevent that contact creation from the system.

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