MIM Workbench and Email Comms into Child Tickets

[michelle kirk]

Hi

We use MIM Workbench when managing a major Incident, is it possible when we send comms emails from MIM Workbench that it also posts the email into the Child Tickets associated to the Parent tickets as a customer visible note, so that users can see the comms. ?

[Dr Atul G- LNG · Accepted solution]

Hi @michelle kirk 

"Out of the box (OOTB), it doesn't post because MIM communication goes through the workbench and is only attached to the Major Incident (MI). If you want the notes to appear on the child incident, you'll need to build a Business Rule (BR) to copy the notes over.