Telling when an incident record has been updated

[Justin Gesling]

I'm looking to create a "flag" or table value that indicates when there is a new update on a ticket. The flag/valuable would change or go away when the incident is saved and no changes were made to the ticket.

Here's the scenario:

• Watch this "Updated" queue/filter view
• Tickets with something new in them get the flag/value
• SD Agent reviews the ticket and determines there is no action for the agent to take.
• Click save. Due to there having been no updates/changes to the ticket, the flag/value is changed and falls off the queue/filter view

This allows us to see when a flagged ticket has been updated and make sure there is no other actions are needed. Then we clear the flag to to focus on other tickets with an update.

[Ian Mildon]

A simple means of adding a colored "dot" to a list view of Incidents to highlight if a customer updated the Incident is to add a field style.

On our Incident table I added a field style to the Number field and added the following to the "Value":

javascript: (current.caller_id.user_name == current.sys_updated_by)

Then in the "style" field I added: background-color:aquamarine.

Now whenever an Incident is updated by the Caller, an aquamarine dot is added to the number field on the Incident list view.

[Justin Gesling]

Will the "field style" change if the system makes an update to the ticket?

It's because of this that I can't use the "Updated By" field now. There are "system" updates that will come after and hide updates by the customer or admin assigned.

[Ian Mildon]

The only other styles we use (and on Incident the "system" updates are usually SLA timers) are for SLA timers and they have been modified to be the following value, for example:

javascript: (current.u_resolution_sla >= 100 && current.caller_id.user_name != current.sys_updated_by)

[Justin Gesling]

So, that Field Style will stay until either someone with access to the UI goes in and makes a change?