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07-23-2019 07:35 AM
Hi
When using actionable case flows the OOB "Set Needs Attention if additional comments are added by others" marks a case as needing attention when a member of our Service Desk Sends a comment to the Contact on behalf of another member of the team.
Our Service Desk so this quite a lot so we dont really need to "Needs Attention" flag to be set on these occasions.
How can I edit this case flow to exclude them?
Thanks
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Customer Service Management