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Warning message received when saving incident workspace. Indicates responses will not be sent.
Answer ID 6169   |   Last Review Date 01/08/2019

Why do I receive a warning message when I attempt to save my Incident workspace?

Environment:

November 2012 and newer releases, Customers using Message Templates

Issue:

Agents receive the following message when they attempt to save within an Incident workspace:

"This Workspace is using an Incident Thread control whose permissions are set to "Allow using Send on Save." However, the current interface does not allow you to send responses. This will result in a scenario where agents will be able to check "Send on Save" but a response will not be sent due to the settings in the interface. To avoid this confusion you can change the Incident Thread control's permissions so it will not allow Send on Save.

Are you sure you want to save this workspace?"

Resolution:

There are three contact email message templates responsible for the messages which go to customers when your agents send responses from incident. These contact email message templates are as follows:

Incident Solved: Sent to a contact when a staff member responds to the incident and the incident status type is "solved"

Incident Waiting: Sent to a contact when a staff member responds to the incident and the incident status type is "waiting"

Incident Unresolved: Sent to a contact when a staff member responds to the incident and the incident status type is "unresolved"

If one or more of the above detailed messages are disabled on your interface, you will receive the warning message indicating the responses may not be sent from the workspace even though "Send on Save" is allowed. If, for example, the Incident Waiting message template is not enabled and an agent attempts to send a response from an incident in a waiting status, no response will go to the customer even though the "Send on Save" checkbox is checked.

The warning message you receive is presented to advise you that their may be some conditions in which your agent believes that he or she has sent a response, but no response has gone out. If you do not want this to occur, you may wish to consider enabling your disabled contact email message templates.

For more information on Message Templates, please see the below Answer:

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