I want to notify an email list when a new case is submitted (via email), but not when a case is closed. Currently, I've got the virtual user Up-for-Grabs linked to the list address, which accomplishes the first goal (send out a notification when a case is created), but fails on the second (don't send an email when a case is closed). What should I be doing?
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The easiest way to address this is to use the Workflow settings to resolve the case to another user, probably a different virtual user like Ready to Deploy. That user would not have the mailing list as an email address. |
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