Service Creatio, enterprise edition
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This documentation is valid for Creatio version 7.16.0. We recommend using the newest version of Creatio documentation.

How are "junk" cases created?

Creatio analyzes all the incoming emails for auto-replies and spam, which helps to reduce the workload of support agents who initially process email messages, and increase the efficiency of their work.

You can control the system behavior when "junk" emails are received and determine whether cases should be registered based on these emails. If the sender’s email address or its domain is included in the blacklist (Fig. 1), the system will either create a case or ignore the email, depending on the value of the [Create cases from "junk" emails] system setting.

Fig. 1 The [Blacklist of email addresses and domains for case registration] lookup

section_service_requests_junk_email_lookup.png 

Note

The blacklist is maintained in the [Blacklist of email addresses and domains for case registration] lookup.

By default, the system assigns the “Canceled” status with “Received from blacklisted email” reason for closing for all cases created from “junk” emails. The “junk” case status can be changed in the [Junk case default status] system setting. (Fig. 2)

Fig. 2 Case registered by “junk” email

scr_section_service_requests_junk_email_case_page.png 

Detailed configuration of unwanted cases is described in in a separate article.

See also

How to create incidents from incoming emails automatically

“Junk” case registration setup

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