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Reporting on chats without incidents

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edited Apr 26, 2021 8:50AM in Reporting & Analytics for B2C Service 4 comments

Summary

How to create a report showing chats added to incidents after creation.

Content

Hi.

We have a report today that shows all chats that does not have a a link to an incident (chats where the incidents have been declined etc). This report is being used to add the chat thread to new or existing incidents. The problem is that when the chat thread is appended to a new or existing incident the foreign key attribute of the chat does not update. This becomes an issue as its then impossible to keep track of which of the chats you have processed.

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