Notifications & Surveys
Configurable Survey Response Time per Tenant
This enhancement lets administrators configure survey reminder frequency and count per customer/tenant for both the Incident and Fulfillment modules, using company-specific admin properties. For each module, admins set Survey Reminder Frequency (daily, every 2–7 days) and Reminder Count (1–6 or “Specify your own” for any positive integer); D2C reads these values per company, calculates the total survey window as
Survey Reminder Frequency x Reminder Count
and sends reminder emails on that schedule, stopping automatically if the ticket auto-closes before the next reminder.
The Notification Engine uses Total Days For Reminder in the updated survey templates so Incident (modId breakfix) and Fulfillment (modId item) emails clearly show how long users have to respond. Admins should set Auto Close to match or exceed this window (for example, 7 days vs a 6-day reminder window); after auto-close, surveys cannot be filled and no further reminders are sent.
Preventing Duplicate Tickets from Email Auto-Replies in E2T
This enhancement improves the E2T (Email-to-Ticket) integration for NE-D2C by intelligently handling out-of-office (OOO) and other automated replies so they no longer create duplicate or unwanted tickets. Previously, when a user sent an email to the E2T mailbox, the system created a ticket and then sent a notification back to the user, whose auto-reply would be received again and processed as a new request, resulting in noise, manual cleanup, and reduced efficiency.
The new behavior introduces logic to detect such auto-generated responses and prevent them from being treated as fresh ticket requests.
To enable this control, an environment variable named block_auto_replies has been introduced, configured with the value Auto-Submitted: auto-generated so the system can reliably identify automatic responses at the header level. When an email hits the E2T mailbox, the system checks the message headers against this variable, along with existing mailbox filter properties, and if a match is found the email is ignored instead of creating a ticket. This ensures that the first user email still creates a ticket and sends a confirmation, but subsequent auto-replies no longer generate duplicate records.