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Incorrect Message Template being applied on a Question Receipt
Answer ID 10596   |   Last Review Date 03/09/2019

Why does the Question Receipt email look like the incident response?

Environment:

Message Templates, Oracle Service Cloud, all versions

Resolution:

By default, the Question Receipt is sent on incident creation with a few exceptions. First of all the EGW_ENABLED configuration setting or Email Gateway should be enabled to allow incoming emails to be sent to a mailbox and processed as incidents. A specific Message Template should be enabled as well.

Question Receipt will be sent on incident creation if it was submitted by Email, unless restricted by a business rule. An exception would be incident created by the agent in the console. A Question Receipt will not be sent if an agent sends a response on incident creation. In this case the incident response template will be sent instead. 

Note:

In case the response was not sent on creation but "Send On Save" checkbox was checked, response template will be used instead of question receipt template.

For more information about this functionality please check Product Documentation.  To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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