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 · ‎02-05-2021

Hi Alex,

many thanks for the valuable feedback. I will keep it in my mind.

Maik

Dan Sundquist · ‎09-15-2021

Alex,

I don't know if you've found any workarounds, but here is what I've found.

Any reference fields, URL, or document fields will not be able to have a highlighted field value.

I can't tell from your screenshot, but Opened By might be a reference field - maybe from sys_user.

In addition, another point that I've found is that if your first column in the workspace list itself is a reference to another table, then the second column becomes your reference to your incident/case/change/ticket.

So while on the table, this might be a string field, it will be considered a reference field - a reference to your ticket if it is the second column in your workspace list. This will also follow the rule above, and will not work with a highlighted value.

Cheri M · ‎07-28-2022

Thanks Dan, I was going crazy trying to highlight a user field.

My workaround is to add the VIP field in workspace list view and highlight if true. We have another flag (medical professional) and if that is true I also highlight the VIP field... but I use the value override to specify which the user is. Sadly I have to do this for each table since the user fields are different on INC and Catalog Task and Interactions...