How to capture unread customer responses?

[amitpatil]

Hi there , we have a requirement to capture the unread customer response in a list view - ie any customer response to a ticket appearing in activity should be read by the service desk asap. The ticket list view will capture any tickets where a response has been received although not read by the service desk.

[Mike Allen · Accepted solution]

I don't think this will be easy without making additions to the system.   You could put a field on incident that says, 'Customer Responded', and have your Update Inbound Action flip it to true.   Then you can have a onLoad or a display business rule that flips it to false when someone looks at the record.   Then your list is just all incidents where this flag is true.

[amitpatil]

That sounds reasonable solution to start with . Thanks, Mark .