Highlight Incident if comments updated by Requestor

[Lakshmi Prabha]

Hi,

Customer wants ServiceNow to Highlight the Incident in list view if the requester updates any comments in the Incident. Currently whenever any comment made by the requester will trigger an email to the Assignee. But they want ServiceNow to highlight the incident in homepage if there any comments made by the Requester so it grabs their attention to the corresponding Incident.

Is there a way to achieve this? Anyone implemented such feature?

Regards,

Lakshmi Prabha Elangovan

[oharel]

So it is sort of conflicting requirement: when anyone updates the record, color it. When an update occurs, remove the color.

Off the top of my head, I would add a field, a ui action, a business rule and update the style:

1. field: a checkbox "colored".

2. Add a ui action "reviewed". It would be something like this:

condition: u_colored == true

script: current.u_colored = false; current.update();

The UI action will have to be clicked for the color to be removed.

3. BR: This br will add a check to the field you created.

when: before update

condition: anything you need + colored = false;

action/script: set colored to true (or in case of script: current.u_colored = true;)

4. In your style, add && current.u_colored == true;

This complexity arises from the situation you describe, where the ticket is colored when anyone involved with the ticket updates it.

If you have other ideas on how to achieve this, do share...

Hope this helps

[Harshi05]

Hello oharel

the above solution is not working 

[Edwin Tobia]

This is great. Thanks for this information.

However, the field number seems to get highlighted even when the incident is updated by another process user not necessarily by the requestor. Is this the expected behavior? I was thinking it will only highlight the field updated by the requestor.

TIA

Edwin