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

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Posted on 27 Jan 2022 15:33:10 by G.Vetere

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

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G.Vetere 8 on 28 Jan 2022 at 10:37:01

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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 29,060 on 28 Jan 2022 at 09:10:09

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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