Giovanni Vigorelli (vigog)
Senior Solutions Consultant
Pegasystems Inc.
vigog Member since 2019 17 posts
Posted: October 10, 2019
Last activity: October 23, 2019
Posted: 10 Oct 2019 23:38 EDT
Last activity: 23 Oct 2019 3:51 EDT

Email Triage - default email response

Hi There,

I am working on v8.3. I have created an email channel with intelligent routing to create a case type if a topic is detected. All works fine but the user who sends the email to the channel always receive an email from the email account of the email channel with an ackwnowledge that a Email Triage case type has been created:

Subject: Re: Invoice [Request: ET-2003 is created]

Thank you for your email request. Your request ID is ET-2003

2 questions:

1_ How can I disable this email notification? When a case type the email triage case is closed and this email makes no sense.

2_ How can I customize this email? If the email triage is not automatically closed, i might want to send a customized email.


Case Management
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