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How to stop the auto sent email after a case is 'resolved'?

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Posted on by Community member

Hello,

I work for a large company using Dynamics 365.

After a I have 'resolved' an email, it will auto send an email to the customer saying we have 'resolved' it

Where specifically in settings can I stop this? The reason being that I will reply to a customer and am awaiting input from them. I want to move the email out my cases page just so I can view the emails/ cases that I haven't replied to yet.

I will be awaiting on the customer to provide feedback to solve the case but when I click 'resolve', it will auto send the email saying the problem is resolved which can be annoying or confuse the customer because I haven't got the information I need.

Any help would be much appreciated.

Cheers

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Leah Ju Microsoft Employee on at

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How to stop the auto sent email after a case is 'resolved'?

Hi Partner,

Have you done some customisation of your environment?

Check if automated processes(workflow/flow) exist on the case entity?

I hope you can verify my answer if it helps you! If you have any questions, please feel free to contact me.
Regards,
Leah

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