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Disabling the message sent when a new contact is created from email
Answer ID 2043   |   Last Review Date 09/01/2021

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 link to set a password, similar to the content below.

An account was automatically created for you but you can't login until your password has been set.

Your username is:
Your registered email address is:

Click the following link to continue to a page where you can enter your new password.

Reset my Password

Please note that this link will expire 24 hours from the time it was sent.

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, an email is sent with login information and a link to set password

Disable EGW_PASSWD_CREATE: By disabling the EGW_PASSWD_CREATE setting, the message will not be sent to the user providing the login information.

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.

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.