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.



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October 11, 2019 - 7:58am

When you open the corresponding Service Email rule, you will see tab for response : <<Image1.jpg>>

Based on When condition, it uses specific correspondence.

Most probably for your scenario, it is calling this correspondence for response mail : << image2.jpg>>

If you want to edit the response mail, you can edit above correspondence or disable it.

Hope this helps.

October 13, 2019 - 6:28pm
Response to anana1

Thanks for your response.

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  • 2) Availability of the rule may be set to No/Draft, Blocked or Withdrawn.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.



October 14, 2019 - 2:04pm
Response to vigog

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.


October 22, 2019 - 11:11pm
Response to anana1


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





October 23, 2019 - 3:51am

Hi vivog,

Thanks for posting the query.

1. You can remove the particular when condition which generates the email response in corresponding service email rule to not to generate the email. Please check image-1

2. If you want to customize the email response then save the email response rule in the application ruleset upon editing the content. Please check image-2