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Disabling the message sent when a new contact is created from email
Answer ID 2043   |   Last Review Date 12/19/2018

How can I disable this message? We don't want the contact to automatically gain access to our site.


Outgoing E-mail Message Template Types, Contact Emails


When a new customer submits an incident via email, they get a message back with a user ID and password, similar to the content below.

An account has been created for you with the following User ID and password:

User ID:
Password: o2Ud1J8d

We encourage you to login to our support site and change your password, by clicking the following link, or pasting it into your browser:

With the contact password mechanism requiring an email to be sent for the contact to change a password, the only way to disable these messages is to disable EGW_PASSWD_CREATE.

NOTE: This does not apply if you are using Pass Through Authentication (PTA) and configuration setting PTA_IGNORE_CONTACT_PASSWORD is enabled. Refer to Answer ID 5442: Disabling the Finish Account Creation email when using PTA for more information.

When a new account is created and the EGW_PASSWD_CREATE configuration setting is enabled, a random password is also created for the account and the login information is sent automatically to the new contact. If the Update Contact Information message is enabled, it is sent to the new contact and provides them with their User ID and Password.  (Note: beginning with the May '09 release, the email does not contain the random password, but a encrypted link for the contact to click and create their own password.)

If you allow incidents to be created from incoming email and a new user submits an email to your mailbox, when the EGW_PASSWD_CREATE setting is enabled and the Update Contact Information message is enabled, the following steps occur:

  1. An incident is created from the email.

  2. A contact record is created and the User ID is set to be the email address. If the users first and last name can be extracted from the email address, the names fields are populated in the account.

  3. Since EGW_PASSWD_CREATE is enabled, a random password is created for the account.

  4. The User ID and Password information for the new contact record is sent to the email address in the Update Contact Information email message.

Therefore, to prevent this information from being sent automatically, you can disable the EGW_PASSWD_CREATE setting or disable the Update Contact Information message.

Disable EGW_PASSWD_CREATE: By disabling the EGW_PASSWD_CREATE setting, a random password will not be set for any new accounts created by new email, which means the message will not be sent to the user providing the login information.

Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.

For more information on accessing the Configuration Editor and editing settings, refer to Answer ID 1960: Editing Configuration Settings.