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Topic

    Mohamed Hossam
    Reply to existing incidents create a new incident
    Topic posted June 20, 2019 by Mohamed HossamRed Ribbon: 250+ Points 
    38 Views, 3 Comments
    Title:
    Reply to existing incidents create a new incident
    Summary:
    Need to get all history of an incident in one incident not a new incident for every reply
    Content:

    I created a business rule that emails incident information to an agent and after he replies to this mail I receive a new incident contains the new and old data.

    The issue here is that I want the incoming reply to be on the same incident with the same number (One incident updated with all actions and replies not to separate and create a new incident on every reply)

    As shown in the below example:

    The original incident is 190620-000011 but after replying it became 190620-000012

     

    Version:
    19A
    Image:

    Comment

     

    • Sebastiaan Draaisma

      That is correct and standard behavior. You can change this but it's not something I advice.
      Have a look at the configuration setting EGW_SECURE_UPDATE_MODE
      You would need to change that and use the original incident ref no. in your subject.

      Abetter alternative is to modify the message template and to include a URL to the incident in BUI. This way your agent can change the incident (add an entry, private note, change status etc)

    • Sebastiaan Draaisma

      Also check that it's not related to MYQ_REOPEN_DEADLINE (this would affect all replies, not just from agents responding to an email created by business rules)

    • Justin

      yeah he shouldnt be responding unless you disable secure update (which i wouldnt recomend), its better if he just logs in and works the incident through the console. You can also put in a business rule that says if an email comes in to the outreach mailbox (which is what sends those notification emails) then do not create incident.