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Idea

    Incident creation emails and other rules based emails...
    Idea posted June 21, 2018 by Suyash BharadwajNewbie, last edited August 15, 2018 by eleepHero, tagged System Admin and Configuration 
    70 Views, 1 Comment
    Title:
    Incident creation emails and other rules based emails content to be saved
    User Story / Description:

    Hi,


    During incident creation and other triggers (rule based), certain emails go to the contact email id of the incident. Quite often those contacts complain that they haven't received the email. Hence it gets very important to save those emails. Could you start storing the sent emails,especially during incident creation, so that there is no dispute

    Comment

     

    • Sebastiaan

      You could check the business rule log to see which rules have been triggered.
      One of those rules might have a Do Not Send Response or Do Not Send Email Receipt Message or has the mailbox changed to no value.

      One way to see more clearly if a message thread has been sent is to check the transaction table and create a report where the transaction date (transactions.dttm) is the same as the thread entered date (threads.entered) and where transaction type equals sent (transactions.trans_type = 24). This would then indicate if the message thread was sent to the customer. A similar report is in the default workspace (Audit log)