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What happens to incident assignment during a chat transfer?
Answer ID 5926   |   Last Review Date 12/12/2018

What happens to incident assignment during a chat transfer?

Environment:

Chat, Incidents, Workspaces

Resolution:

In the February 2012 version new functionality was added.  The new functionality would allow the incident information to be "transferred" along with the chat.  Therefore, only one incident would be created per chat.  Since the first agent created the incident, it will remain assigned to the first agent when it is transferred with the chat.   

If the intent is to have the incident assigned to the last agent working the incident, a workspace rule can be created in the chat workspace.  This rule can be set to execute on editor load.  It does not need a Condition but the Then Action would be to set the Incidents.Assigned field to the Logged In agent.

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