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Description

After transferring hr case, if user replies to the outbound email of original Hr case, reply is not updated in the hr case record.

Resolution

After transferring the case with existing case number, when an inbound email action is triggered the email is copied as comments to the new case created with same number. Customer has to enable Additional Comments(Customer visible) from the Activity filter to see the inbound email as the comment for the new case.

Article Information

Last Updated:2020-03-03 08:24:49
Published:2020-03-03