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Update the incident on Task Response

Question
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edited Jul 25, 2021 8:53AM in Agent Desktop

Summary

Task Update from Email

Content

When a task is assigned/updated, an email notification ( Email Incident information template) has been triggered to send a mail response to the user regarding the task details. But when the user replies to that task email notification, b2C creates a new incident under the assignee contact. But I want to update the tasks associated incident's incident thread with the task update (similar to thread update for incident).

Can someone help me find a solution for this

Version

21A
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