Agent Workspace - where is the Needs Attention widget pulling from?

e_wilber
Tera Guru

‎01-06-2022 06:00 AM

On the Agent Workspace for CSM there is a widget named Needs Attention (first screen shot).

When I click into it it shows the filter to look at action_status == 4 but I can't find action_status on the Case form or anywhere in the dictionary. When I click on advanced view and get the 2nd popup below, it doesn't show it as a field at all.

Where do I find action_status?

find_real_file.png

find_real_file.png

 

 

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Allen Andreas
Administrator
Administrator

‎01-06-2022 06:20 AM

Hello,

Action Status would need to be installed via the Customer Service Case Action Status plugin:

https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-ma...

It's free to do and so this part here in your screenshot seems to be already expecting that you'd have that installed.

Once that is installed, the field will resolve itself (instead of displaying as "action_status") and it should help clear things up for you.

Please mark reply as Helpful/Correct, if applicable. Thanks!


Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!
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