Register today for Oracle CloudWorld. October 17th - 20th, Las Vegas

Register now

Hillel Cooperman, Senior VP of User Experience Design, has a message for you on Oracle CloudWorld

Watch now
Linking Incidents with Similar Subject — Cloud Customer Connect
You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Linking Incidents with Similar Subject

Accepted answer
1
Views
11
Comments

Content (required):

Hi All,

We are receiving the following request from our Customers.

When customer send an email to OSvC and this email thread has continuous ongoing conversation outside OSvC(through Outlook), they would like to have these emails merged to a single incident (as we have in outlook linking similar conversations).

Currently this is creating new incident for every email, since the OSvC mailbox is added in the recipients list.

We would be happy to know if there is any way we can implement this feature for our customers.

Version (include the version you are using, if applicable):

Oracle B2C Service Cloud, Version 22A

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!