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Using an 'auto response email' without triggering workflow of setting 'First Resonse Sent' field

Posted on by 310

So I've using the 'Email to Case' utomatic record creation rule which also includes the auto response email

I also have SLA's set up, one being based on the First Respronse Sent criterea.

However, the auto reponse email is triggering my workflow that sets the 'First Response Sent' field to 'Yes'

I have been figuring a way round this with as little configuration as possble, I was trygin to find a way to set a sub catergory field or similar on the auto response email template but there's not much avaiable to edit on the template.

Has anyone come up with any good ways around this?

Cheers

  • G.Vetere Profile Picture
    G.Vetere 310 on at
    RE: Using an 'auto response email' without triggering workflow of setting 'First Resonse Sent' field

    Hi, i've read all those posts already, doesnt really answer how to configure the auto response email template, when there is little to configure.

  • Nya Profile Picture
    Nya 29,054 on at
    RE: Using an 'auto response email' without triggering workflow of setting 'First Resonse Sent' field

    Hi,

    Please refer to the following issue:

    (+) First Response Problem - Dynamics 365 General Forum Community Forum

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