When an incident is proposed and copied to become an answer, what information is copied along with it?
Environment:
Incidents, Answer propose
Oracle B2C Service
Resolution:
When the incident is proposed, the new answer has the same summary as the incident it was created from and is automatically assigned to have a Proposed status.
The proposed answer is NOT automatically assigned to the staff member who proposed it from an incident. This is because typically the staff members responsible for editing and updated answers is a different group of people from the agents who respond to incidents. The agent who proposes the answer may not even have access to edit and update answers based on their staff profile.
You can use answer rules to assign new answers to specific staff or groups when the answer is created. From within the answer, you can view the Audit Log to determine who proposed the answer. The audit log is located on a separate tab by default.
When an agent proposes an answer, the agent can edit the content of the incident thread before creating the proposed answer. This allows the agent to remove extraneous content and clearly state a question and answer to be considered for publishing.
When the agent proposes an incident, the contents of the incident display in a separate Propose Incident for Answer pop-up window. The first customer entry of the thread is listed in the Question field along with the interface of the proposed incident. The remainder of the thread is added to the Answer field in chronological order.
Incident custom fields that are configured with the Migrate on Propose option enabled are listed in the Notes field.
Incident custom fields may or may not be included when you propose an incident as an answer. If you propose an incident from an incidents report, by either right-clicking the incident and selecting Propose or by clicking the Propose button on the report’s ribbon, the incident custom fields are not added to the Notes tab on the Propose Incident for Answer window. If, however, you click the Propose button from an open incident, the custom fields do appear on the Propose Incident for Answer window.
In addition, the default product and category for the answer is set based on the product and category of the incident. The agent can edit the products and categories for the proposed answer and remove incident file attachments from being copied to the new answer.
When proposing an incident for an answer, on the Files tab, all the attachments in the incident are included. This means also the raw_message.mht if the EGW_SAVE_ORIG_MESSAGE is enabled. All the attachments in the incident are automatically selected and can be unchecked by the agent proposing the incident by going to the Files tab on the Propose Incident for Answer window.
When the agent clicks OK on the Propose Incident for Answer pop-up, the proposed answer is created and a small pop-up displays to the agent indicating the answer ID for the new answer.
To include or exclude an incident custom field when proposing an answer, use the steps below:
- From the Configuration items, select Database > Custom Fields > Incident Custom Fields.
- In the left-hand frame, right-click on the field name and select Edit.
- In the Visibility section, click the Migrate on Proposed check box to enable or disable the field.
- Click Save.
For additional information, refer to the 'Propose an Answer from an Incident' section in the Online Help User Guide documentation. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.
