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Reply to existing incidents create a new incident

Accepted answer
edited Jun 8, 2022 10:30AM in Agent Desktop 3 comments


Need 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

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