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How to configure the INCIDENT FORWARD CONFIGURATION OPTION: ADD REPLIES TO THREAD feature
Answer ID 12038 |
Last Review Date 11/19/2022
How do I configure the INCIDENT FORWARD CONFIGURATION OPTION: ADD REPLIES TO THREAD feature?
Environment:
Incident Workspace Designer
Agent Browser UI only
Release 21C and later
Resolution:
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. There is also a control to add previous comments from the forwarded emails to the outgoing email.
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:
The EGW_SAVE_EMAIL_HEADERS configuration setting must be set to YES (1).
The IFWD_UI_FROM_ADDR configuration setting must be set to 3.
**Please note, the "Reply-To address" for the default service mailbox should also be populated. If left blank, replies to forwards will be pre-populated with the "Envelope From address" which has now been configured to be the address of the staff member who forwarded the incident. In order for this feature to record replies to an incident forward, the reply must come through an application mailbox.
- Open an incident workspace in the Workspace Designer.
- 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 - Select the option to -Add Internal Responses to Thread- and -Allow Agent to Control Internal Responses- to record the forwarded email comments to the incident and -Add Comments to Thread- and -Allow Agents to Control Comments- to add the comments currently in the incident to the outgoing email.
- Save and close the workspace.
- Open an incident using this workspace on the Agent Browser UI and select the forward button.
- Note that the Forward Comments option can be de-selected (leave it selected).
- Enter a forward note and send.
- Only an existing account can reply to a forwarded incident and be recorded as a private note.
- Note that the comments in the Forward window are added to the incident thread.
- The reply from an existing account in Oracle B2C Service will be recorded in a private note thread along with any attachments.
Please view the online documentation below for further information.
