Responses to Forwarded Incidents.

Content

Hi,

We have this problem when an incident is forwarded to a third party their response to that mail will be another mail to the assigned accounts email and not as an update to the incident. This seems like it should be a standard feature.

https://cloudcustomerconnect.oracle.com/posts/571c6b3484?page=1

https://cloudcustomerconnect.oracle.com/posts/e73f5c7ef1

These are two links where this is discussed but no concesus is reached and no solution is presented. Can anything be done to solve this issue? Our customers really want to be able to involve third parties in an easy way. They should be able to answer the forwarded incident via email and then the response should be updated in the incident as a private note.