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Question

 Upendhar Vanaparthy (Upendhar V) Accenture Tech Lead
Accenture
SG
Upendhar V Member since 2016 5 posts
Accenture
Posted: May 30, 2018
Last activity: Nov 28, 2018
Posted: 30 May 2018 7:38 EDT
Last activity: 28 Nov 2018 4:21 EST
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Attach Email Acknowledgement from pega to Case created.

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Hi,

I have a Listener and this will create case and sends acknowledgment to customer,

How to attach acknowledgement mail being generated from Pega to case that is being created through listener.

Case Management Data Integration
Posted: 5 years ago
Posted: 31 May 2018 5:07 EDT
Sudhakar Reddy Yaparla (YSudhakarReddy) JPMorgan Chase & Company
JPMorgan Chase & Company
US
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Hi,

In the listener we have option to save original email, could you please share what is the business use case of saving acknowledgement mail to case. Acknowledgement mail is optional & able to configure in service email rule.
Posted: 5 years ago
Posted: 1 Jun 2018 1:30 EDT
Upendhar Vanaparthy (Upendhar V) Accenture Tech Lead
Accenture
SG
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By default Listener will have a configuration of sending acknowledgement mail, can't we capture this one instead of writing acknowledgment mail from service email rule ?

From business prospect, acknowledgement mail should be attached to the case to know what response the client received, this is because we are sending different responses based on content received from the inbound email.

We'd prefer it if you saw us at our best.

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