Agent Workspace - How to apply highlighted values to a landing page list

Alex319 · ‎12-01-2020

Hi,

I am unable to get the highlighted list values to apply to the list on the landing page of agent workspace. When working in a PDI it applies to the list views such as open incidents but will not apply to the landing page list itself. I am having the same issues on our dev instance.

i have created a highlighted value which applies to the task table (see below)

below is when drilling down into the highlighted value conditions for priority = 1 - critical.

Below is the view of the landing page itself, showing no highlighted values.

Any suggestions or advice would be great.

Thanks

Alex

Alex319 · ‎02-05-2021

Hi All,

I have received this reply from SN regarding the highlighting issue.

Solution proposed is :

Hi Alex, Unfortunately, the problem raised for this issue has been closed by development as a "Won't fix" with comments: "Because of our current prioritized efforts, our current policy only allows for investigation of UI related PRBs if the issue in question has at least 5 Incidents associated to the problem, is security related, or is considered a legitimate P1 or higher. This allows us to address more critical issues impacting a large customer base with the current resource allocations we have in place." After carefully considering the severity and frequency of the issue, and the cost and risk of attempting a fix, it has been decided to not address this issue in any current releases. We do not make this decision lightly, and we apologize for any inconvenience. This means that if more customers report the issue, developers will consider fixing it in future releases.

We apologize for any inconvenience. Unless you have further queries, please click on Accept Solution to close this case.

Best Regards, Sandhya

Unfortunately, it seems there will be no solution to the above issue in the near future.

Thanks

Alex

View solution in original post

Maik Skoddow · ‎12-01-2020

Configuration for "Highlighted Values" may only refer to explizit ticket types such as Change Request or Incident.

Change in your settings the table from "task" to "change_request" and it should work. At least it did for me.

Alex319 · ‎12-02-2020

Hi Maik,

I still seem to get the same issue when using just an incident table. I really don't know why though.

thanks

Maik Skoddow · ‎12-02-2020

Do you see the highlighting in the detailed view of an Incident?

Alex319 · ‎12-02-2020

Below I have the open incidents with the highlighting.

however, on the landing page, the same incidents are not highlighted.

But if i click onto one of those incidents, the highlighting returns.