Primary Incident (Case) is not beeing informed automatically by ARC

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Posted on by Oscar Maqueira Escu...

Hello,

We have expected that when a New Case is created by ARC (automatic record creation rule) of Cases' Queue, if the response email by client was about a Resolved Case time away from minutes configured on ARC, a New Case is created. Everything fine on that.

But, the previosly behaviour (a year ago maybe) was that the original Case was linked on the field Primary Incident of the New Case created right now.

Anyone knows how the Primary Incident is automatically filled for a Case when is created by an automatic record creation rule? Is that a deprecated behaviour? or am I wrong on that?

Thank you!