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Unable to save copy of incident with existing response in the thread

Accepted answer
edited Sep 8, 2020 7:41AM in Agent Desktop 2 comments


We 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:

  1. Copy an incident
  2. save it 'as is' (ie: including the existing customer entry and response threads),
  3. and THEN change contact
  4. 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

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