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Issue updating Incidents from Custom Process

Accepted answer
edited Jun 8, 2022 12:10PM in General Technical Discussions 2 comments



I'm trying to do ticket integration with another (non RightNow) ticketing system.  However, the way the other system is setup (and this can't be changed) the email is sends does not contain the RightNow Incident number so it creates a new ticket in RightNow everytime.

I am working on a custom process to work with these and combine them back in to the first incident.

The way it should work

Incident come in. The CPM checks for an existing incident that contains the other systems ticket number in a custom field.

 If the other systems ticket number is not found its set the custom field to that ticket number.  This is working.

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