Topic by Azam Khan
I have two entry points for my incident management flow. One is Agent Console and 2nd is service email. When an incident is created i set its default status as 'Opened' and in the Rules i send email response to customer with Status field. Now when an incident gets created via email an automatic response is being sent to customer and incident status is appearing as 'Unresolved'.
In my previous question (http://communities.rightnow.com/posts/daf222ec0b) I asked if i can set a default value for the Status if incident is being created via Email and it seems like it is not possible. So, I am checking if it is possible to stop sending automatic response and send my custom response?