How to modify the behavior or Connect Chat to automatically create an INC upon Chat Accept.Issue <!-- div.margin { padding: 10px 40px 40px 30px; } table.tocTable { border: 1px solid; border-color: #e0e0e0; background-color: #fff; } .title { color: #d1232b; font-weight: normal; font-size: 28px; } h1 { color: #d1232b; font-weight: normal; font-size: 21px; margin-bottom: 5px; border-bottom-width: 2px; border-bottom-style: solid; border-bottom-color: #cccccc; } h2 { color: #646464; font-weight: bold; font-size: 18px; } h3 { color: #000000; font-weight: bold; font-size: 16px; } h4 { color: #666666; font-weight: bold; font-size: 15px; } h5 { color: #000000; font-weight: bold; font-size: 13px; } h6 { color: #000000; font-weight: bold; font-size:14px; } ul, ol { margin-left: 0; list-style-position: outside; } --> How to modify the behavior or Connect Chat to automatically create an INC upon Chat Accept. ReleaseAllResolutionCreate business rule on chat_queue_entry table. As soon as Agent accepts chat, there is an entry gets created chat_queue_entry table.Business rule should handle mapping of respective fields like short_description, Assigned_to from chat_queue_entry table to incident table. Related LinksNote:- There is no OOB way to handle this scenario. This is customisation question.