A new feature is available in the 21C release and newer, where administrators can control whether replies to forwarded incidents should be added to the incident thread as a private note and whether agents should be allowed to disable this option when forwarding an incident.

 

This allows you to retain a comprehensive communication history in incident threads, including replies to forwarded incidents.

 

In order to enable this feature, follow the steps below:

 

1. Open an incident workspace in the Workspace Designer.
2. Open the Ribbon Designer, select the appropriate forward button for BUI and select -Edit Button-.
   NOTE: If your workspace has the forward button in the quick access area you MUST select and configure that button 
3. Select the option to -Add Internal Responses to Thread- and -Allow Agent to Control Internal Responses- (if desired).
4. Save and close the workspace.
5. Open an incident using this workspace on the Agent Browser UI and select the forward button. 
6. Note that the Forward Comments option can be de-selected (leave it selected). 
7. Enter a forward note and send.
   1. Only an existing account can reply to a forwarded incident and be recorded as a private note.
8. Note that the comments in the Forward window are added to the incident thread.
9. The reply from an existing account in Oracle B2C Service will be recorded in a private note thread along with any attachments.