Indicator to show if a case has been "read"?

[bryanc78]

Our team has several different departments that all work the same cases.  User A will go into the case and leave an update which of course, updates the Updated and Updated by Name column in the list view.  User B will then go into that case, read the update and then exit the case.  Is there a way to mark that case as being "read" so User B will know that case has already been read?

Currently, User B has a view set up to not show cases that User B has updated so User B will just click Update on all these cases so User B is now the last person to update the case so it's omitted from his view.  This of course presents it's own problems so I'm trying to prevent this from happening

[Ankur Bawiskar]

@bryanc78 

User B can see the updated by in list view, that's the only way they will know.

nothing OOB for this

You can have a custom field on your table to identify if it's read or not.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[kaustubh Desai]

Hello @bryanc78  - 
I would suggest, 

1. Add a "Read By" field: Create a custom field on the case record to track which users have read the case.
2. Mark case as read: Use a client script to add the current user to the "Read By" field when they view the case.

3. Filter for unread cases: In User B's view, add a filter that hides cases they’ve already read by checking the "Read By" field.

This way, User B can see only unread cases without manually updating them.

If you found my response helpful, please mark it as correct and close the thread to benefit others.

Regards,
Kaustubh

[Kieran Anson]

Based on your other post below, my consultancy mindset kicks in and starts to wonder whether the process needs enhancing to better utilise CSM functionality rather than multiple potential customisations

https://www.servicenow.com/community/csm-forum/list-view-column-that-shows-if-someone-is-inside-case...