Reply to Requestor
Hi,
I'm trying to turn off Reply to Requestor in our EIT Security App. I turned it off in settings and on the service. But the requestor, which will be an automated alert, should not get a receipt.
Ideas?
Asked by Sheila McBride
on Thu 9/19/24 2:14 PM
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Answer (1)
This answer has been marked as the accepted answer
Mark Sayers
Thu 9/19/24 2:43 PM
Hello Sheila,
Are you asking how to keep from notifying the requestor when they submit a request from a service? Or what is the scenario you are trying to prevent notifying them on?
Sincerely,
Mark Sayers
Sr Support Consultant, CS
No feedback
Hi Mark,
We have a vendor who will send an alert in the form of an email to be ingested by our Einstein Security app in TDX. Unfortunately, if TDX sends a reply by way of receipt to the requestor, it will turn around and create a new ticket on their end, creating a loop. Until we have iPaaS implemented, we don't want that.
As I said, I thought I found all the places where there is an option to uncheck notify requestor, but clearly I am missing one. - Sheila McBride Thu 9/19/24 2:47 PM
We have a vendor who will send an alert in the form of an email to be ingested by our Einstein Security app in TDX. Unfortunately, if TDX sends a reply by way of receipt to the requestor, it will turn around and create a new ticket on their end, creating a loop. Until we have iPaaS implemented, we don't want that.
As I said, I thought I found all the places where there is an option to uncheck notify requestor, but clearly I am missing one. - Sheila McBride Thu 9/19/24 2:47 PM
Ah I see, in that case it is the email monitor's Rule that governs whether or not a notification to the requestor is sent. You can set each of your rules on your email monitor to not notify the Requestor if you want that to be the case.
- Mark Sayers
Thu 9/19/24 3:54 PM
Hi Mark,
Can we convert this to a ticket? We have a different email address for replies. I see several settings on that, but not sure which to alter. - Sheila McBride Thu 9/19/24 4:03 PM
Can we convert this to a ticket? We have a different email address for replies. I see several settings on that, but not sure which to alter. - Sheila McBride Thu 9/19/24 4:03 PM