Confirmation to Customer of update by Email

[Frank Reay]

We have these settings:

and these Templates in place:

So why is it that customers who send an email update to Incidents and Service Requests only ever get the Incident template in response? I can't see what I am missing.

 

[HHH]

In the service admin, you need to specify email template. Look for Email Template in the service config. It can be specified separately for incidents and service requests

[Frank Reay]

I presume you mean this:

but that sets the default template for an Email Update when undertaken by the Agent. It is not the same as the auto response sent by the system to a Customer confirming to them that their incoming mail has successfully updated the Request.

Or do you mean somewhere else?

[ArmandoDM]

Hi @Frank Reay

if the request updated is a Service Request, then you should receive the email as per template EmailConfirmationUpdatedServiceRequest.

I will report this issue for investigation.

Regards

Armando

 

[Frank Reay]

Hi @ArmandoDM Thanks for this. It is quite easy for me to replicate in our instance if evidence is required.

[ArmandoDM]

Hi @Frank Reay

thank you.

The issue has been identified and we will provide a fix as soon as possible.

Regards

Armando