Visual ticked updated indicator using field styles

[#1]

Something I had been asked for is some sort of visual indication if a ticket has been updated by anyone other than the person it's assigned to. Right now we flip incidents that the end user replies to into Active state if it's in Resolved or Awaiting and they reply to the email or update through self service, but itil users have still been asking for this quick visual indicator so they can see if a ticket that's already active has been updated, or if an itil user other than them makes an update.

I had done something sort of similar with showing a VIP icon in front of the caller's name in list view if they were a VIP, so I came up with a way to use field styles to add a blue dot in front of the incident number if it has been updated by anyone other than the person it's assigned to. To do this, I made two field styles, both against incident.number and using a javascript condition value.

The first one puts the blue dot there:

Value:
javascript:(current.assigned_to.user_name==gs.getUserName()&&current.assigned_to.user_name !=current.sys_updated_by)&&current.incident_state < 7

Style:
background-image: url('images/icons/bullet.gif');
background-repeat: no-repeat;
background-position:2 2;
text-indent: 15px;

The second one just indents the incident number, so all the numbers still line up in list view:

Value:
javascript:!(current.assigned_to.user_name==gs.getUserName()&&current.assigned_to.user_name !=current.sys_updated_by)&&current.incident_state < 7

Style:
text-indent: 15px;

The result is in the screenshot I attached.

I'm not sure if I'm going to actually implement this in our production instance or not, but I thought I'd share and ask if anyone has done something similar.

[#2]

Hi Paul,

I actually had something like that working, but thought it was a bit messy.

I added a new column to the incident table called something like u_updated_by_other. Then I created a business rule to flip that value to 1 if it was updated by someone other than the person it was assigned to, or if that field was empty, someone other than a member of the assignment group. Then I applied a field style based on that value to the number field.

But I didn't go through with it since it seemed messy. I may still have that work kicking around somewhere though if you want to look at it.

[ptr1]

We are on the same page ...

I think it's messy ... but the rule is ... If someone outside of first line support group alters an incident... set the "attention" attribute to True.

u_attention = u_updated_by_other

show me what you have and I will see if I can change some minds around the idea.

[#4]

Well here's what I had as a business rule. I think this is the version that worked. It's been a while since I played with it.

current.u_has_updates = true;
var usr = new GlideRecord('sys_user');
usr.addQuery('user_name',current.sys_updated_by);
usr.query();
while(usr.next())
{
var rls = usr.accumulated_roles.toString();
if (rls.indexOf(',itil,') > 0|| rls.indexOf (',admin,') > 0 )
{
current.u_has_updates = false;
}
}

[Charlie Ward]

I am on Fuji and have added this field style as stated above, but it does not work.