Highlighting new and updated incidents and service requests in list views

Highlighting of records helps staff users in finding out which records are awaiting action.

Administrators can enable the highlighting feature for new and updated records.
Highlighted records appear in bold format and in a different color. Administrators can select different colors for new records and new actions.
The highlighting feature is applied to records irrespective of whether the New Incident, Staff, or Queue fields are present in the list view or not.
This feature is applicable only for incidents and service requests.

Highlighting of new records

Records are highlighted until a staff member performs any of the following actions:

Changes the status of the record.
Selects Responded from the Actions menu.
Performs any action by selecting Actions > New Action or Activity Feed > More Actions.
If a client user adds a note from Self Service or sends an email related to that incident, but a staff user has not performed any action on it.

Note

If a staff user who has access to a record, adds a Client Note from Activity Feed, the record is treated as new and is highlighted. This is because the note is added on behalf of a client user.

Users to whom new records are shown highlighted

New records appear highlighted to the following users:

If a new record is assigned to a queue, it is shown highlighted to all users who have access to it.
If a record is assigned to a staff member or an owner, it is shown highlighted to all users who have access to it.

Highlighting of updated records

Updated incidents and service requests are highlighted if a user other than the owner of the record performs the following actions:

Saves a record
Links a record to a broadcast
Changes the owner of a record
Reopens a record
Marks the record as responded
From the Actions menu, adds a new action
Sends an email message
Adds a note
Adds an attachment
In the Incident Matching window, links another record as a parent of the current record
Locks a record
From Activity Feed or SmartView, adds a note or sends an email message
From Smart Suggestion, links another record as a parent record

Users to whom updated records are shown highlighted

Updated records appear highlighted to the following users:

If an updated record is assigned to a staff member or an owner, it is shown highlighted only to the staff member to whom it is assigned.
If an updated record is assigned to a queue, it is shown highlighted only to the staff member to whom it is assigned. Though other staff members in a queue can view the record but it is not shown highlighted for them. This is because only a single member of a queue works on a record and not all members of a queue. Staff members of a queue can quickly identify the updated records that they are assigned to.

Example

The following table lists the scenarios in which a record assigned to a queue is highlighted:

Action performed	Record highlighting
A client user submits a ticket from Self Service and the ticket is assigned to a queue.	As the record is new, it is shown highlighted to all members of a queue.
The client user adds additional information about the ticket as a note or sends an email. However, no member of a queue has started working on the ticket.	As no staff user started working on the ticket, it is treated as new. The record is shown highlighted to all members of a queue.
The ticket is assigned to one of the staff users of a queue and the staff user changes the status of the ticket to IN PROGRESS.	As the owner of the ticket performed an action, the record is not treated as new. It is not highlighted.
The staff user who is working on the record sends an email to the client seeking some information. The staff user changes the status to WAITING FOR CUSTOMER.	As the owner of the ticket performed an action, the record is not treated as new. It is not highlighted.
The client user responds to the staff user's email via a note in Self Service or sends an email.	As there is an update from the client user, the record is shown highlighted to the staff user who is working on it. Rest of the staff users in the queue do not see it as highlighted as they are not working on the ticket.

To highlight incidents and service requests in list views

Navigate to Remedyforce Administration > Application Settings > Consoles.
On the Consoles page, from the Console View list, select Incidents or Service Requests.
In the Highlighting of Records in List View section, to enable highlighting of new records, select Highlight New Records.
To enable highlighting of records on which a new action is performed, select Highlight New Action.
For both new records and actions, click Select Color and select a color in which the records are highlighted.
Click Save .