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CPM : Incident Update not working as expected with emails

Received Response
edited Jun 8, 2022 12:01PM in General Technical Discussions 1 comment


Hi Guys,

I am facing something strange with CPMs. I have an object event handler which runs on Incident update. 

Whenever an incident is updated, the handler captures some incident data and pushes it to a custom object. The handler works well when the incident is updated from Incident workspace. But when an incident is getting updated through a reply email, only those values which are associated with the email, like thread created date, thread text, thread id, incident status, subject etc, are getting stored. Every other field, like Product, Category, Disposition, Custom fields etc, is coming as No Value.

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