How does the Do Not Create Incident rule action work?
Rules, email, end user pages
The Do Not Create Incident rule action can be used in a rule to prevent an incident from being created from an email or from the ask a question page. The rule action does not function in the console or on an incident update.
It is a best practice to send a response to the customer to explain why an incident is not created. Refer to Answer ID 1001: Configuring a rule that sends a standard response to the customerfor more information on creating a rule action that sends a standard text.
The response to the customer will be in the form of an email when the action is triggered by an incoming email and as a pop up window when the action is triggered from the ask a question page.