Has anyone done a Field Style color for when a TASK/RITM/REQ/INC gets updated by someone besides the Assigned To?

[Nivlac1000]

The goal is that the Service Desk tech can tell when someone else has updated the ticket and they need to take action and that they are not making customers irate by not ever replying to them. They often miss the emails and don't look at every ticket every day, so highlighting the list view with some color for them to take action looks like the carrot to use.

The other gotcha is the way we use REQ/RITM/TASK, so if a REQ/RITM is updates we need to flag the TASK. So probably some more scripting to get that update down to the TASK level so that the SD Tech sees the customer updated the RITM. I've still not successfully been able to pass the updates DOWN to the Tasks, but I'm working on that too.

I have a couple ideas on how to accomplish this, but I've not found anything specific on the forums.
My basic idea is a Field Style on either "Updated" or some custom field that flags a customer/non-assigned to user has added either an email update or Comments of some kind to a TASK or INC with a BR that triggers the bit flag off and on when the Assigned To looks at it. (It's probably similar to what hi.service-now.com does with the INT number when it requires your action).
For example:
1. Customer x updates the RITM or INC either via email or through the ESS.
2. This triggers the flag to set the field style to red for the field.
3. Tech looking at list view sees/ or has homepage filter/ or whatevs... sees that this particular task has been updated and they need to take action.
4. When they take action in the ticket, either updating or simply opening the ticket, the bit flag gets set to false and the field style goes away until the next customer update.

So has anyone had similar issues to solve for their Service Desk techs? How did you solution it and has it helped?

TIA!
Cal

[PeterWiles]

My guess is that HI flags it red when it is in a type of "pending customer response" state.
You could do a look-up on the updated_by field and see if it is the logged in user, if so, flag the field red/blue/green or what ever.
Details can be found here https://wiki.servicenow.com/index.php?title=Defining_Field_Styles on how to style fields.

[KHDouglas · Accepted solution]

We added the following field style (SS attached)

Value (Pasted for ease of copying):
javascript:!current.assigned_to.nil()&&current.assigned_to.user_name!=current.sys_updated_by&&current.sys_updated_by!='system'

This highlights the number in lightblue when ticket has been updated by someone who is not the assigned to.

Regards,

Karl

[Nivlac1000]

Karl,
That's a great start. Sorry it's taken me so long to get back to you.
Regards,
Cal

[ShawnaW]

What would the javascript be for the value field if you wanted the style to display if someone other than assigned to the ticket enters an additional comment, or the ticket is unassigned and it's noted by anyone?