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Create an incident from a Connect Support conversation

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Create an incident from a Connect Support conversation

You can use a shortcut to create an incident on behalf of a user, directly from a Connect Support conversation.

Before you begin

Role required: none

About this task

You might want to create an incident if you cannot resolve the user's issue over chat or if you want to create a record of the conversation to share with the user. When you create an incident from a support conversation, the system copies the conversation history to the incident activity stream as comments and work notes. Future messages are tracked in the incident as well.
Note: Administrators can customize the behavior of the Create Incident Connect action. For more information, see Administer Connect actions.


  1. Open a Connect Support conversation.
  2. At the bottom of the conversation, click the menu icon (Menu icon) to open the Connect actions menu.
  3. In the Connect actions menu, select Create Incident.
    In the conversation tools area to the right of the conversation, a new incident form opens in a record tab. The system automatically sets the Caller field to the user who opened the support conversation.
  4. Complete the form as necessary and click Submit.
    Any comments or work notes in the record conversation appear as comments on the incident form. Work notes do not appear in the chat for the ESS user. The chat agent can select whether a message is a Comment or Work Note in the conversation.
    1. In the record conversation, by the text entry field, click the message type icon (Message type icon).
    2. Select Comment or Work Note.
    3. Enter a message.
    By default, record conversation messages are added as comments.
    Note: If you add an attachment to a record conversation, it is attached to the underlying record as well.
    The system automatically shares the record in the conversation, copies the conversation to the record activity stream, and references the record on the Chat Queue Entry [chat_queue_entry] table. Any new journal fields added to the record do not appear in the chat. The system also changes the document ID for the conversation to reference the incident number instead of the entry in the Chat Queue Entry table.