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‎02-26-2016 10:38 AM
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.
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‎02-26-2016 10:53 AM
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.
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‎02-26-2016 10:53 AM
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.
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‎02-26-2016 05:21 PM
That sounds reasonable solution to start with . Thanks, Mark .