Unread Message Indicator for Agent workspace

[mravulakolu]

For easier follow-up on tickets, can we include a way to indicate if there is an unread message in the RITM from the support inbox? Our support inbox is a view of the catalog tasks assigned to the XXX assignment group in the Service Operations workspace. If we could include some sort of “unread message” indicator on each catalog task line item for which the related RITM has a message from the caller that has not yet been seen.

[SANDEEP DUTTA]

Hi @mravulakolu ,

There is no OOTB Solution available for this requirement unfortunately!!

Ou can build a custom solution where you can create a flag or field on the related Requested Item (RITM) or catalog task that tracks whether there is an unread message from the caller by adding a custom filed of boolean type. Then a BR or Script Include to update this flag when incoming messages are received in the support inbox.

[kaushal_snow]

Hi @mravulakolu ,

There is no native indicator in ServiceNow’s Agent Workspace that flags catalog task (or RITM) line items when there's an unread message from the caller...

You need to go ahead with custom solution, Create a Boolean field (e.g. u_unread_message) on the sc_task or sc_req_item table....Implement an Inbound Email Action or Flow Designer flow that, on detecting a new email associated with a RITM, sets u_unread_message = true.... Mark as Read When the agent opens or updates the task, use a Business Rule or UI action to set u_unread_message = false...

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