Supress Email Draft when setting Incident state to On Hold
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‎10-21-2024 07:21 AM
Since we updated to Xanadu does anyone how to surpress the email draft that spins up in an incident activity log when the state is set to On Hold and the reason is either Awaiting Caller or Awaiting Vendor as its not needed. Discarding the draft doesn't work its still looking for the agent to send the mail a comment or work note has to be added to take it out
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‎12-02-2024 08:11 AM
Hi Lychr02,
we are currently facing the same issue, did you found a solution already?
Best Regards
JB
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‎12-02-2024 09:35 AM
I was given a potential solution but this was inserted deliberately by the developers and the change was not straight forward and also wasn't recommended as its customising out of the box code so were just living with it to be honest
