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Expired Incidents - Business rules

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edited Jan 15, 2020 5:15PM in Agent Desktop 7 comments

Summary

Recognizing a new incident created from reply to expired incident

Content

Hi,

I'm looking to create a business rule that would recognize when a new incident is created from a reply to an expired incident.  I see the message "Incident created due to reply to expired incident", but I don't know when that is appended to the incident.

I'd like to set a flag (custom field) to report on when this is happening.

Thanks.

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