Show changes to record since last opened

[inatherese]

Hi,

I am wondering if there is a way to know if there has been an update to a record since the last time it was opened?

For example if I need a record to be marked a certain color in a list if it has been updated since the last time I looked at it.

Or if there are any other suggestions as to how I can accomodate the same need, these will be gladly accepted.

Might be many ideas and fixes for this already out there, but I found the topic difficult to search for.

Thanks!

[Abhinandan Pati]

Hi Ina

You can make use of GlideScriptRecordUtil   methods to find out the changes. Below SNOWGuru article should help you

Checking for Modified or Changed Fields in Script - ServiceNow Guru

Thanks

Abhinandan

[inatherese]

Hi Abhinandan,

Thanks for your answer. This is great info.

I also want to see these changes in context of when it was last opened / viewed by a certain user, if that makes sense? So it's easy for a technician to see if anyone has added something new, or a customer has replied to that email (without having to notify the technician on email or by other means). Hope this makes sense.

If you ignore my lacking design skills, something like this mockup: (other alternatives would be to highlight the entire record, make it bold et - just making the change visible).

[Abhinandan Pati]

Hi   inatherese,

Your requirement is not quite clear to me but what I would suggest is to define style for the field on your table.

'Value' field on style form supports   javascript, so whenever script evaluates to true style gets applied. Write your logic in script include, call that method in 'Value' field & define the style. Make use of different properties like 'background-color','font-size', etc to define color. Refer this link

Defining Field Styles - ServiceNow Wiki

I hope it helps

Thanks,

Abhinandan

[inatherese]

Hi,

Thanks for your reply.

This is great for the style-part of the issue, but I will still need help with the logic.

Perhaps I can try to explain in an example:

1. A technician logs onto ServiceNow, and opens a record (eg. an incident) and then closes it again.

2. The requester of said incident sends an email that updates the incident

3. The technician looks at his/her list of incidents, and see that one of the incidents has new information since he/she opened/viewed it in step one (hos he/she sees it is not that important,

4. If the technician now opens the same incident to view the update, then goes back to the list - the "update" will be gone, since he/she has now viewed the incident since the last update (the email from the requester).

Hope this makes sense.

I guess I will need a way to compare the date stamp of an update, to when if was last viewed (is there any such field?).

I'm thinking that someone must have done something like this before? Or maybe something similar? How does the technician know that there has been an update to the incident / change / request in your systems, without opening the request? We don't wish to notify them by email, as it will be too many emails and the message would "drown".