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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 Service Cloud (OSvC)

Issue:

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

Resolution:

When you Send a response (click the Send button that is hidden on the far right under the 3 dots), you'll see the following icon to the left of Customer Name, indicating that the response was sent. I'm referring to the square box with an arrow coming out of it.



When you Save a response without sending it, you'll see the following icon to the left of Customer Name, on the response header.  I'm referring to what looks like a save symbol with an arrow above it pointing left. This indicates that the response was saved but not 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.

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