Unable to save copy of incident with existing response in the thread
SummaryWe are unable to save full version of a copied incident that includes responses (send on save NOT selected)
We have a use case scenario where we need to be able to:
- Copy an incident
- save it 'as is' (ie: including the existing customer entry and response threads),
- and THEN change contact
- and THEN either send a response on the copy OR reassign it to another agent.
The problem is that while we can copy an incident, we cannot save it 'as is' if a response thread exists ... We receive the following message: "You have response text which has not been sent to the customer, this incident is currently in a non-unresolved status. Please either send your response text or save it as a note