Can incidents change colour on update?

[Steven_4rcher]

Hi all,

I have been tasked with seeing if ServiceNow can change the colour/notify in the incident list when an update has been added to an incident from the customer? below is an example of an incident:

Can the list view background change colour for this incident when there is an unread update from the customer? or can there be a notification icon added before the number field once an update is received?

Thanks in advance.

Steve

[Dr Atul G- LNG]

Hi @Steven_4rcher 

I don't think it's possible, as there's no way to determine if the Activity Log has been read or not.
So it's not feasible to control visibility based on that.

You can apply conditions based on state or other fields, but not specifically on work notes being read.

[RaghavSh]

You can highlight the list in someway, folow steps:

 1. Go to "sys_ui_style" table and create new record. Slecet table as incident and field as number.

2. In value add the condition ,  javascript:current.caller_id.user_name==current.sys_updated_by ( remove &colon word and put the symbol ":")

3. In style field add , background-color:orange 

Note : you can enhance the condition in value field as per your requirement. Also if you want to add any icon instead of coloured dot, refer the OOB record in "sys_ui_style" table on field caller (table = incident).

[Steven_4rcher]

Hi, This is great, thank you. How would i set this so that the notification would appear if the last comment/update was by anyone except the assigned_to analyst?

I have tried: javascript:current.assigned_to.user_name"!="current.sys_updated_by

but this is not working.

thanks for your help

[RaghavSh · Accepted solution]

why did you use “” here? Try below, it should work:

 javascript:current.assigned_to.user_name!=current.sys_updated_by