How can I remove the needs attention flag?

[AIleen Hunia]

The needs attention flag has been set on a case in agent work space. The flag was set when a comment was added to the case by the person who submitted the case. The operator working the case has added comments but it has not removed the case from needs attention.

[sachin_namjoshi]

Customer service agents and managers can also manually set the action status for cases by enabling the Needs Attention field on the Case form.

Check below for more details

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service...

Regards,

Sachin

[DirkRedeker · Accepted solution]

HI

According to the documentation, this only get remove in the following conditions:

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service...

Maybe your case was not a child of a "major case".

Let me know if that answers your question and mark my answer as correct and helpful.

BR

Dirk