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'Send Receipt Email' incident rule action is designed for incident create only
Answer ID 8623   |   Last Review Date 01/13/2019

Why is my 'Send Receipt Email' incident rule action not working?


Business Rules, Custom Processes (SPM)


The 'Send Receipt Email' incident rule action should only be included in business rules triggered during incident create. Custom Process scripts mapped to incident create within the Process Designer that save incident data without suppressing rules on API save calls will rather trigger business rules to be processed on an incident update, because at the time the script is run the initial incident has already been saved.

Instead, the 'Send Email Response to Sender' incident rule action should be used within incident business rules to send an email response on an incident update event.