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hy.lim1.3897974166558203E12hy.lim1.3897974166558203E12 

Why does auto response rules create an email on that particular case?

Hi, I have email-to-case & Auto Response rules setup in my org. I would like to know why the auto response rules always create an outgoing (sent) email record in my case? How can I disable that? Please refer below:

 User-added image

Thanks.
Best Answer chosen by hy.lim1.3897974166558203E12
Karan Khanna 6Karan Khanna 6
Hi,

you can write one simple trigger on 'Case' - 'Email Messages' (https://login.salesforce.com/p/setup/layout/ApexTriggerList?type=EmailMessage&setupid=EmailMessageTriggers&retURL=%2Fui%2Fsetup%2FSetup%3Fsetupid%3DEmailMessage)

and in that trigger you can validate the email before inserting it to make sure it's not generated by Auto-response rule and if its generated via Auto-response rule then simply discard it.

All Answers

Vinit_KumarVinit_Kumar
That''s a standard feature of salesforce.Any outbound email sent from a particular record will create an Activity record and will be associated to that particular record for tracking.

I am afraid either you will have disable the auto-response rule or will have to create a custom VF to override standard page (requires coding) to disable this feature.


Hope this helps!!
Karan Khanna 6Karan Khanna 6
Hi,

you can write one simple trigger on 'Case' - 'Email Messages' (https://login.salesforce.com/p/setup/layout/ApexTriggerList?type=EmailMessage&setupid=EmailMessageTriggers&retURL=%2Fui%2Fsetup%2FSetup%3Fsetupid%3DEmailMessage)

and in that trigger you can validate the email before inserting it to make sure it's not generated by Auto-response rule and if its generated via Auto-response rule then simply discard it.
This was selected as the best answer