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What is the purpose of 'Dormant' Incidents? — Cloud Customer Connect
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What is the purpose of 'Dormant' Incidents?

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Summary: We are trying to determine the purpose of (not definition of) the 'Dormant' incident setting.


Content (required): I've found (and read, multiple times) the KB that explains the difference between dormant, archived, and purged incidents. However, the kb doesn't do a good job of explaining what a dormant incident actually is. It merely says things along the lines of 'dormant' set to 'true' or something. Well, of course. This is like trying to explain what a klebchin container is by saying that it's a container for klebchins; it's rather circular. But can anyone illuminate what the business purpose is? There's a part of the article that says that a dormant incident will not show up in a

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