Service Now Ticket Activity Change Notification

[D-a-n_L]

Is there a method, flag, trigger to get notified if there is an activity/change in a ticket. If I send an email to a user from their ticket asking for further feedback on their request I have to completely open the ticket to see if they responded. Is there a way to see the activity changed or a response was posted by looking at the dashboard without having to open the ticket completely. This can be very cumbersome when you have to open each ticket in the queue to see if someone responded when you have hundreds of tickets to parse through. Thank you.

[Kieran Anson]

What sort of tickets are these? If it's an incident, a state change should occur from on-hold to in-progress which then shows you work that is actionable. For CSM case management, the next action status plugin provides additional filtering capabilities.

[D-a-n_L]

That functionality works. What I am looking for is when a user replies to an incident via an email I sent them  is there some kind of visual cue the tickets has new activity. I would like to see this in the dashboard without having to actually open it and see if they replied.

[Kieran Anson]

There isn't for incident management OOB - you'd have to create this yourself.

[D-a-n_L]

Do you have any instructions or guidance how I could do this? I've been using SNow for a week 😉