​Environment:
 
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