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fix(case): escalated cases shouldn't update incident channel topic #6154
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Pull Request Overview
This pull request modifies the case update flow to prevent escalated cases from having their incident channel topic updated. The change ensures that when a case is escalated (similar to when it's closed), the conversation topic remains unchanged.
- Updated conditional logic to exclude escalated cases from channel topic updates
- Maintains existing behavior for all other case statuses
mvilanova
approved these changes
Jul 25, 2025
aaronherman
deleted the
fix-escalated-cases-shouldn't-update-channel-topic
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This pull request introduces a small change to the
case_update_flowfunction insrc/dispatch/case/flows.py. The logic for handling case channels has been updated to account for cases with anescalatedstatus.