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Do Not Create Incident rule action
Answer ID 7881   |   Last Review Date 12/12/2018

How does the Do Not Create Incident rule action work?

Environment:

Rules, email, end user pages

Resolution:

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. 

Edit incident rules, select IF condition. Add actions (in order) Append Response, Send Email to Sender and Do Not Create Incident

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.

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