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Incident response icons in Browser UI (BUI)
Answer ID 10983   |   Last Review Date 07/22/2019

What do the icons indicate on Browser UI incident responses? 

Environment:

Oracle B2C Service (OSvC)

Issue:

We are unclear what these icons are on the incident response header. 

Resolution:

When you start a draft response, you'll see the icon showing an arrow out of a box. That is the basic symbol for an incident response.

The more important item to note in the green bar, is where it says "Draft Mode". That mode allows you to edit the response. 

Once the response is sent (using the Send button), it will of course no longer be editable and to confirm if a response was sent, view the Audit Log's "What" column for "Response Sent". The green bar will also have a timestamp for when it was sent. 

There is a scenario where the response is not sent and also not in Draft Mode. This is when the Incident workspace has the  Response Option  "Commit response when incident is saved" enabled on the thread control. When you click Save or Save&Close, then you'll see this saved symbol and that indicates the response was permanently saved and not sent. Notice the timestamp here indicates when the response was committed and the Audit Log confirms that the response was not sent (no entry showing "Response Sent") . 

 
 
 
The following answer provides further details about sending responses in the Browser UI:
 
Please keep in mind that if you have only Saved the response, and not sent it, then the contact will not see the response. In order for the contact to see the response, you'll need to click Send.