Highlight row or add symbol in agent workspace if record has unread comments

Dominik11
Tera Contributor

Hi all,

 

I need a solution for our agents to see (without using the "updated" or "updated by" column) if there is a new !!unread!! comment on a ticket in agent workspace.

The best would be to have a new column that shows a mail symbol in front of a record, if there is a new comment  .

Colour highlighting is not a good idea because we already have a few colour highlighting rules in place, the more, the worse.

 

 

Do you have an idea?

Best regards

Dominik 

 

9 REPLIES 9

This is great, I have a question for you on this.  If you were to use a BR solution for this.  Would be be an onDisplay rule that passes a scratchpad variable?  This in turn could be leveraged by a client script and a glideAJAX to programatically set a flag to read?  I suppose the trick would be to get the logic to determine if the person viewing it is the person that needs to.  I made an assumption that they were most concerned about the assigned user viewing it. 

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Hi

Yes, you could of course go with a scratchpad variable to be filled in and use it in the client script.

But to set the "flag" to be read (the date field), you need to update the field.

The update can be done:

a) by client script / AJAX

b) within your Business Rule

c) using A UI Action to "manually" agree/acknowledge the comment to be read

Yes, as you wrote. You need to make sure, that the info in the comment "reached it's target".

Maybe it really is best to put some UI action on the form, so that the user confirms and "clears" the flag.

If you can use this easy way, you can do much simpler:

a) add just ONE new field (flag of type true/false) on the table and set this flag EACH TIME a comment is added (this can be done by a BEFORE UPDATE Business Rule).

b) add a UI Action (Button) on the form which (when clicked) clears the flag field

c) set the flag field to "Read Only", so that it is only changed by the logic (BR + UI Action).

 

Let me know if that answers your question and mark my answer as correct and helpful.

BR

Dirk

 

 

Very cool.  Hopefully Dominik is able to get some good info from this where he can build a usable solution for his team.

Check out my Consultant's Survival Guide
https://youtube.com/watch?v=zYi8KhP9SUk

Thanks John. You are welcome.

Bhavana Reddy
Mega Guru

Did you find a solution for this? if so can you please share it with us?