Hello, can you disable the automatic email response for a new case being created, but for only one specific contact?
An example of our use case:
our email address alerts@ourcompany.com sends automated emails to a case creation email address (support@ourcompany.com ) any time a server goes down. Since alerts@ourcompany.com is unmonitored, it accumulates a massive amount of "your case has been received" emails and the inbox is growing very large and taking up space.
Is there a way to prevent the "your case has been received" emails from being sent to alerts@ourcompany.com however still have those emails sent to other contacts who send emails to create cases?
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Dear Mitch,
The easiest way to do it will be to create separate type of cases created by emails from this mailbox (for example Alert case type). Since there is no notification rules in Case notification rule lookup for this category no notifications will be sent.
Best regards,
Angela
Angela Reyes,
Oh perfect! that makes sense! How would I automate that so the "type" column gets updated to "alert" prior to that case notification rule getting used? If I create a business process that says "if new record is added, and filter by created by = Alerts@ourcompany.com then update type to = alert" would that work?
Or do I need to add a subprocess to a current process such as "IncidentRegistrationFromEmailProcess"?
Mitch Kaschub,
You can modify lookup "List of mailboxes for case registration" and set case category for Alerts mailbox.
Best regards,
Angela
Angela Reyes,
Thank you Angela. The problem with that, is the Alerts mailbox is the sender, and the support mailbox is the recipient contact that is in the "list of mailboxes for case registration" lookup. There are many other contacts that also email support to create a case so we need to leave the category for support as it is in the lookup.
However, I tested in pre-production and used a current process to update the category when a new case gets created and contact = alerts. This looks to have worked, in pre-production when the case was created there was no email sent back to alerts to notify of the case. In production where I haven't made any changes, there was a response sent. So I'm satisfied and will set this up in production now.
Angela Reyes,
I spoke to soon to say my solution worked. Even though my process successfully updated the category to alert, the auto response looks like it had already occurred. This brings me back to the timing question of when does this auto response get generated? Which process is it a part of?
Angela, regarding your idea of updating the category in the "list of mailboxes for case registration" lookup, that wont work because we use support@healthefx.us for other senders to create cases and those should be service request category as it is set up below. 
Angela Reyes,
Once again, I may have resolved my own question. I found a process that runs earlier and added the category modification step to that process. Now cases are coming in from Alerts and there is no case notification response being sent. This is what I was trying to achieve. Thanks!!!
Mitch Kaschub,
Hi Mitch,
I have to make same thing. How did you manage to disable case notification for a single contact?
Thank you very much!
Iris