Is There A Way To Copy The Agent On The System Auto Generated Email Message Responses (Doc ID 2711150.1)

Last updated on APRIL 19, 2024

Applies to:

Goal

When the application receives an inbound email from an employee responding to open a service request,
an acknowledgment message is sent to them automatically. We can use the Manage Messages task to configure these
messages:, but can we also configure it to include cc'd the agent on the Email acknowledgement message?

If not, I know we can use Outbound email templates via workflow to add Agents to the auto response emails, but how do we include the SR reference number tag in the form {##SRnnnnnn##} at the end of the email message, in order for the responses to be to be identified in the email in order to relate to the original SR?

When I use {##[$SrId$]##} it does NOT know to relate to the original SR. Only if the Agent manually click on Customer Reply from the SR, then the SR reference number tag is auto attached to the responded email. We do not want to go into the SR. We want to try to respond directly from the first auto Email response generated from the system.
 

Solution

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