Getting an auto response when sending email from a call?

[lee mcdermott]

Hi,

 

I have an analyst reporting that whenever he sends an email from a call open or closed to a customer and if he CC's himself into the email he gets an automated system message to inform him and the user that "your call has been successfully logged"

 

I have checked which mailbox role he has access to and it is the same as myself. I have tried it against the 2 calls he has highlighted to me and mine send ok and I don't get any auto message back.

 

Am I missing something obvious as to why this is happening or anyone have any ideas?

 

lee

[Victor]

@lee mcdermott can you give me a call reference, please? I need some more details and look at that request to see what happens and why...

[lee mcdermott]

@Victor

 

IN00025358 - currently open. The email shows as normal in the timeline on the call. But below is the email he gets back.

email sent by Paul williams

 

I can try and find some of the other reference numbers if required

 

[Guest]

@Lee I had a similar issue yesterday. When I checked my service, I realised I had specified a call logging email template as an email template in the service. You might have specified a call logging template which is against that service used on that call. Please check that is not the case. When calls are updated by email, a system template is used and you dont need to specify a template against the service. I left mine as Default(RequestMessage)

 

Thanks

Pamela

[lee mcdermott]

@Pamela

thanks pamela - I have checked and all seem to be on default - except one service for incidents? not sure when or how this was changed.

But it looks like this would have been the reason.

 

thanks for your help.

 

lee