Register today for Oracle CloudWorld. October 17th - 20th, Las Vegas

Register now

Hillel Cooperman, Senior VP of User Experience Design, has a message for you on Oracle CloudWorld

Watch now
Incident Forward emails are not capturing in summary thread — Cloud Customer Connect
You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Incident Forward emails are not capturing in summary thread

Accepted answer
28
Views
5
Comments
edited May 22, 2020 2:37PM in Agent Desktop 5 comments

Summary

Incident Forward emails are not capturing in summary thread

Content

Hi All, 

In the Incident workspace, we could see all the email response (Inbound and Outbound responses) except forward emails.

When staff agent uses Forward email option to send Incident details to external person, that information is not getting capture in Incident Thread. 

Is there any way to capture the forward email in Incident -> Summary threads.

Note: We are using 20A BUI Interface. 

Regards

Kishore Kuna

Version

20A

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!