Last Update by Employee list view

[Matt93]

Hi all,

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[TLDR; Has anyone solved for creating a case list (classic UI or Workspace) that is filtered by cases that were last updated by the Opened for?]

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A while back we added some CSS as a field stye on the 'Number' field where a blue dot would appear next to the HRC# whenever the last updated by on the case was the Opened for (requester) of the case. I.e. not the Assigned to or the 'system' users (used for notifications).

The conditions on the field style we used to populate the blue dot are:

1. Updated by is not assigned to 
2. Updated by is not 'system'

Recently, we've discovered that inbound emails for case updates are now being inserted as the 'system' user within the 'Updated by" field instead of the Opened for's name. This means updates by the employee are not getting filtered properly because ServiceNow will then send a notification to the Assigned to as the 'system' user; therefore, this case list that is meant to capture "Last Updated by the Employee" is no longer valid.

Has anyone solved for creating a case list that displays cases that were last updated by the employee within the classic UI or Workspace UI?

Thanks,

Matt

[Mark Manders]

Maybe check on what changed in the inbound email. Did you switch from inbound actions to inbound flows? If so, do they run as system user? 

[Matt93]

Thanks, Mark. We're trying to be creative with inbound emails and checking the 'To:' line for the Opened for. Will let you know how it goes. I don't believe we've migrated to inbound flows, however. 

Separately, we are migrating to Configurable Workspace in Xanadu from Vancouver, and I saw in the release notes there will be something that addresses the 'last updated by employee' in a list, so I will keep my fingers crossed that's an OOB fix (and probably something many cutomers are asking for).