Highlight incident number in the list view for comments update from caller

[Kaustubh k]

Hi All,

We have a requirement to highlight incident number , when there is update from Caller on the additional comments

the comments is updated when incident is on hold and hold reason is awaiting caller

i have used : javascript: !current.assigned_to.nil() && (current.assigned_to.user_name!=current.sys_updated_by) && (current.sys_updated_by!='system') in style for incident but, its is not working,

also i created custom field(check box-user comment received ) on incident table

and written a Before business as attached, the BR works and update the check box, but its not making the check box false even when changed to other state

Also adding this on the style with script javascript:current.u_user_comments =true; is not working.

Please let me know for any changes on the approach to fulfill this requirement or suggestions.

It will be really helpful

Regards

Karan

[Saurabh Gupta]

Hi,
Below can be done, if you want to make number field green while caller is update the ticket.

[Kaustubh k]

Hello Sourab ,

Thanks for the reply,

I want to highlight the incident number which were on hold and has on hold reason awaiting caller, post this if there is any update by caller on additional comments.

Those incidents should be highlighted.

No other updates on the ticket should trigger the color highlight.

Thanks 

[Saurabh Gupta]

Hi,
Please use below condition in value

javascript:current.sys_updated_by==current.caller_id.user_name &&current.state==4 && current.hold_reason=1

[Kaustubh k]

Hello Saurabh,

Thanks for the response

It is not highlighting the number with this condition

This works:javascript:current.sys_updated_by==current.caller_id.user_name

but when we add the other condition:

javascript:current.sys_updated_by==current.caller_id.user_name &&current.state==4 && current.hold_reason=1

post && the condition is not taking

i also tried with one of the JavaScript query;javascript: !current.assigned_to.nil() && (current.assigned_to.user_name!=current.sys_updated_by) && (current.sys_updated_by!='system')

which seems to be working but when trying to add the state and on hold does not highlight the number