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Previous incident response became a draft
Answer ID 12735 |
Last Review Date 11/07/2023
I want to copy an incident but after saving the copy of the incident I just created, the latest response becomes a draft. How can I avoid this?
Environment:
Workspaces, Options properties.
Oracle B2C Service
Workspaces, Options properties.
Oracle B2C Service
Resolution:
The behavior appears when the Rich Text Incident Thread control has the property "Commit response when incident is changed" disabled.
You can find this option by accessing the Incident Workspace -> Selecting the Rich Text Incident Thread control -> On the ribbon, under Design search for Response Options.
Since the option is disabled, the response is not committed to the database after creating a copy of the incident and saving the copy of the incident. To prevent this behavior, the option "Commit response when incident is changed" should be enabled, this way, when you click on Save after creating the copy of the incident, the latest response will also be saved as in the original incident.
You can also access the following Knowledge Base article for details about the copy process: Copying an incident