Posted: 10 Oct 2019 23:38 EDT Last activity: 23 Oct 2019 3:51 EDT
Email Triage - default email response
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
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.
What's the name of the rule in image1.jpg? I can't get it from the picture.
When I search for "customeremailresponsenormal" an item is returned but when I try to open it, I get the error below. And I can't see the Correspondence rule "customeremailresponsenormal" in work-channel-triage -- Process--Correspondence
Failure opening the Rule Instance
Unable to open instance WORK-CHANNEL-TRIAGE!CUSTOMEREMAILRESPONSENORMAL!EMAIL - Possible causes may be
1) Rule may no longer exist.
2) Availability of the rule may be set to No/Draft, Blocked or Withdrawn.
3) Circumstance of the rule may be preventing access.
4) Current date is not within the date range specified in the rule.
5) Access group or role may not have the appropriate privileges to open the rule.
Could you please open corresponding Service Email rule for you functionality (Image3.jpg) and check response tab for the respective correspondence rule (As in image1.jpg in previous comment), most probably the correspondence rule will be in Work-Channel-Triage class (Image4.jpg). Hope this helps.
I found the right email service (AuthEmailRoutingForEmailVir • Work-Channel-Triage-Email • EMAIL64d349d03c58481dac3fdc2fd323ad3c) from the Service Package (AuthEmailRoutingForEmailVir) defined in the Email Listener (ForAccountsPayableInvoices) created when I configured the Email Account (ForAccountsPayableInvoices). image5.png
And from there I could see the Response message data (pyEmailResponseHTML). image6.png
Posted: 1 year ago
Posted: 23 Oct 2019 3:51 EDT
Praveen Palagani (palas3)
Principal Technical Solutions Engineer