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Reopened Incident - Pulling Info from Older Incident

Accepted answer
edited Feb 23, 2017 6:07PM in Agent Desktop 5 comments


Hi all,

When an incident gets reopened by a customer responding to it after a certain time limit, a new incident is created with the "Incident created due to reply to expired incident." 

Does anyone know a way to set up a rule to automatically populate this new incident with information from the old incident (e.g. set it to the same queue, assign the same Product, etc.)? I know we can extend the amount of time that triggers the "expired incident" but I'd rather not go down that road.



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