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Scheduled Script - triggering Case Update emails

edited Nov 22, 2019 6:04PM in CRM 1 comment

Hi All,

there has recently been a custom script applied to our account. The script is due to execute every 4 hours.

When the script went live we realised that once the script triggers and updates each case record. Netsuite sends an automatic case update email to the Support Case assignee.

The impact of this is multiple Case Update emails that are of no benefit to the Support Rep. For example, over 1 day a Rep received 900 emails!! We tried to set a mailbox rule for now to stop the flooding but we need to stop this from happening as it is causing a serious disruption.

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