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Handover of memory values while passing from incident to contact workspace

Received Response
edited Feb 19, 2019 9:25AM in Agent Desktop 4 comments



I am currently looking for a solution to the following challenge:

I am going workflow based into the incident workspace. Workflow is used, as there is a need to decide for which brand (custom field) the incident is set up. So while the incident workspace is opened, the agent is getting aware, that the contact has not been assigend, so he klicks into the contact field, where a search report opens to find out if the contact exists. The result is that the contact is not existing, hence a workflow is opened to decide which brand (again a custom field, this time on contact level) has to be assigned to the


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