The Business Rule we created for CSR open functions as expected when the CSR is manually opened, using STAT fat client. The e-mail is not sent when the CSR is opened via inbound e-mail from customer ticketing system.
1. Go to Maintenance | Stat central agent | email settings | select the proper service domain
2. Locate the Reply Message tab (not the reply to unknown customer or request for info). You can set up an email that mimics the business rule here.
You can't filter it like a business rule, so all emails opened in the SD will get the same email but at least it will notify whoever is specified that the CSR was created.
Waiting for fix in a future release of Stat
If the Reply Message is sufficient, then user should inactivate the Business Rule. Otherwise when the fix comes, user will suddenly be receiving multiple emails.