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Prevent Ticket Creation from replies on Old Incidents — Cloud Customer Connect

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Prevent Ticket Creation from replies on Old Incidents

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Comments

Aug 10, 2018 9:06PM edited Aug 10, 2018 9:06PM in Agent Desktop 3 comments

Content

Are there any configuration settings that can prevent the creation a new ticket when a customer replies to an old incident.

Specifically, I would like this to apply only to tickets with a certain status.

Thanks!

Version

Service Cloud 17D

1

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