Reply to existing incidents create a new incident
SummaryNeed to get all history of an incident in one incident not a new incident for every reply
I created a business rule that emails incident information to an agent and after he replies to this mail I receive a new incident contains the new and old data.
The issue here is that I want the incoming reply to be on the same incident with the same number (One incident updated with all actions and replies not to separate and create a new incident on every reply)
As shown in the below example:
The original incident is 190620-000011