I created an email channel in Pega Customer Service 8.5.3. I am using intelligent routing to send automatic replies when a topic is matched. It works brilliantly. However, I am getting two emails: 1) a "case nn is created" email, and 2) the auto-reply, which sometimes beats the first one.
Is there a way to disable the initial "case nn is created" email if a topic is matched and an auto-reply is sent?
***Edited by Moderator Marissa to update Platform Capability tags****
@eddie.jm interesting question. It should be possible to disable automatic notifications using a when rule. OOTB, pySvcIsCreateWork when rule determines whether to send this automatic email via Service Email rule. This can be tweaked to return false if there was an automatic reply done in same thread. Please give this a try, post here if you are not able to or find it difficult, I'll try this myself.
@DurgaR87 Eddie's query was to disable 'reply' only when Automatic Reply condition is satisfied. For that you will need to tweak the when rule. Removing OOTB reply from service email will stop 'response email' in all conditions.