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    Mohana Gopal Selvam
    Suppress Auto-Response By (Administrator) links from...Answered
    Topic posted February 11, 2015 by Mohana Gopal SelvamSilver Crown: 22,500+ Points 
    260 Views, 8 Comments
    Title:
    Suppress Auto-Response By (Administrator) links from Customer mail
    Content:

    Hi Gurus,

    When the agent response the customer's incidents via email, its automatically populated with auto response links. Is it possible to suppress the Auto-Response By (Administrator)  links on the email which customer receive. 

    Thanks,

    Mohan

    Best Comment

    Keri Jenkin

    Starting in the August 2013 release, you can select which thread types are sent out if you are using Message Templates to send the email. It's a quick checkbox if you modify the Incident Thread properties (right-click on the Incident Thread control) on any incident-related message. You will probably need to update multiple messages, such as Incident Unresolved, Incident Solved, Incident Waiting, Incident Closed, Email Incident Information, and Rule Email - and any others where you have added the Incident Thread control. 

    In your case, you'll want to uncheck the "Auto Response" thread type.

    Thanks!
    Keri

    Comment

     

    • Keri Jenkin

      Starting in the August 2013 release, you can select which thread types are sent out if you are using Message Templates to send the email. It's a quick checkbox if you modify the Incident Thread properties (right-click on the Incident Thread control) on any incident-related message. You will probably need to update multiple messages, such as Incident Unresolved, Incident Solved, Incident Waiting, Incident Closed, Email Incident Information, and Rule Email - and any others where you have added the Incident Thread control. 

      In your case, you'll want to uncheck the "Auto Response" thread type.

      Thanks!
      Keri

    • Ronald Olienyk

      Keri,

      For someone new to the system, where would I find the Incident Thread properties to eliminate the Auto Response answers from the forwarded incident?

      Ron

    • Ryan

      Message Templates > Administrator Emails > Admin Forward Incident (Edit) > then follow Keri's instructions from above.

      R

    • Keri Jenkin

      Hi Ron,
      In Message Templates, this is done by accessing a message containing the thread control (ie. Incident Solved as example), then double-click or right-click and go to Incident Thread Control properties to see the window where you uncheck the boxes accordingly. Screenshot included.

      In your case, go to the Admin Forward Incident message template (Administrator Emails > Incident group) and do the same thing. :)

      Keri

    • Ronald Olienyk

      Keri,

      Thanks for the advice.  Looks like my problem is getting to the "Message Templates" from the Navigation menu.  I've tried moving the Message Templates so they are available through the Navigation Sets but I must be doing something wrong because it's not showing up under Site Configuration.

      If you could give me some advice as to how to make the Message Templates available that may get me part of the way.  Attached is a screen shot of the Navigations set  page.

       

    • Suresh Thirukoti

      Ronald - On the left pane, click on Find in List and search for Message Templates item and select it, click on Add button to add to wherever you want....

      ~TSKMJK

    • Ronald Olienyk

      Suresh,

      Thanks.  I did find that shortly after sending the message, I just needed a night to think about it.

      What I get now is that the "Message Templates is not Enabled on Interface: capnhq"

      When I got that message I went into "Configuration Settings", found "Message Templates" but next to "Message_Templates_Enabled" for the "capnhq" interface there is a Warning that enabling this will automatically chang things and I'm not sure what will be changed or altered.  If I haven't done any customization is there a chance I'll have a problem if I enable the Message Templates?

      Ron

    • Ryan

      Ronald -

      2 primary points of consideration:

      • Upon enabling Message Templates, the old mail .php files are no longer used.  So if you've got customized files, you'll want to be sure to move those over.
      • Once Message Templates are enabled for an interface, they cannot be turned off.

      More details here.

      R