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Adding Incident Reference Number to Subject Line

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edited Mar 16, 2012 8:34PM in Agent Desktop 2 comments

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My organization purchased RightNow for our Support group, but did not acquire licenses for several of the level 2 groups that work escalated incidents.  I am trying to add the incident reference ID to the subject line automatically to help these groups track and respond to escalations.  Does anyone have any suggestions?

 

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