CRM 9.2 - Auto Acknowledgement - Options

(Doc ID 2390272.1)

Last updated on APRIL 24, 2018

Applies to:

PeopleSoft Enterprise CRM Support - Version 9.2 and later
Information in this document applies to any platform.

Goal

Is it possible to not send send auto-acknowledgments to emails coming from pace that are received in contactus address ?

Scenario:

There is a primary mailbox configured in CRM (contactus) to receive all the inquiries and feedback for the entire institution. There are other mailboxes (e.g. pace department) that are configured to be alias to the contactus mailbox so that CRM will receive them all in 1 default worklist. However the pace email address that is configured as an alias to contactus is used in another application to receive particular feedback. So the setup is as follows:

1) SP Online Feedback tool for technical difficulties (uses the pace email address, which is an alias to contactus) receives the inquiries via email.
2) Since pace is an alias to contactus, and contactus is configured as a mailbox in CRM, CRM will receive the emails sent to pace.
3) When the email is received in CRM, CRM sends an auto-acknowledgment to pace email address, which will send to contactus and create new cases, which are not valid.

We are looking into the other delivered setup options for CRM Auto Acknowledgement: 1) Only while not Auto-Responding 2) Determine from Rule. However, their use description in Peoplebooks needs clarification.


 

Solution

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