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

Incident Forward - Responses from FWD Recipient now updating original Incident

Received Response
7
Views
2
Comments
edited Mar 15, 2018 2:11PM in Agent Desktop 2 comments

Content

We recently upgraded OSC to August 2017.  Previous Version was May 2016.  What we've noticed is that now when we use the Forward Incident to send a copy of an Incident's details to a non-OSC user, and that non-OSC user replies to the email they receive - the reply is now updating the original Incident.  Before our Upgrade, the responses were creating a new Incident.  Is this new functionality with the upgraded version of OSC?  And is there a way to revert back to having the reply create a new Incident?

Version

Service Cloud

Howdy, Stranger!

Log In

To view full details, sign in.

Register

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