How to set notification to NOT send email to customer from inbound email?

[Nicholas Hromya]

When the customer replies to the RITM notification in email, the inbound action accepts the reply and updates the RITM.  The RITM notification sees the update and sends a notification to the customer.  I don't want the Notification to send email when the customer updates it through email.

[Ankur Bawiskar · Accepted solution]

@Nicholas Hromya 

2 ways you can try

1) ensure your notification condition is updated as this so that it doesn't send when record gets updated via system user

OR

2) when update happens in inbound action you can use setWorkflow(false)

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Nicholas Hromya]

Setting the condition, Updated by  - is not - system.  Does not seem to work.  The notification still triggers.

If I set the Inbound Action to not trigger, then I would not get the update.

Before I had the Inbound Action, the email gets set on the RITM as activity.  Nothing was set to notify the fulfilled.  We do have BRs from sctask to the RITM from the fulfilled and the RITM updates the SC_task when a customer updates the RITM.  Perhaps I should have those BRs set when not system.  I will look.  Is there another way to tackle this?

Thanks

Nick

[Nicholas Hromya]

Hello Ankur,

I don't understand where in the Inbound Action to try 

or where to set setWorkflow(false).

thanks

Nick

[Dr Atul G- LNG]

Hi @Nicholas Hromya 

You need to add a "NOT" condition in your notification, as suggested by Ankur. However, from a process perspective, I would advise not to make any changes in this area. If you add a condition, make sure you check all other notifications that are generated or sent when a ticket is updated by the system. Additionally, you'll need another condition to check if it's a new email or a reply, meaning you'll need to verify the source as well.