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What are the effects of dormant and archived on incidents in the customer portal account area?

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edited Jul 4, 2018 3:46PM in Agent Desktop 1 comment

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If an incident is dormant - does this appear in the account area in customer portal?  If it does, is the incident read-only? If that is the case - how does a user make it 'undormant'?

Furthermore, if an incident is archived, does this appear in the account area in customer portal?

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