Incident Ticket Updates

IT_Servicedesk Customer IT Monkey ✭

May 2017 in General Discussion

Is it possible that when an update to a ticked via email or portal makes the ticket go bold or an indication its had an update in the view list.

We are finding it increasingly annoying that an update comes in but there is only an email notification and this can sometimes get missed by our technicians.

An indication next the ticket would be so much help

Thanks

Answers

Konstantin_Slavin-Bo Customer Ninja IT Monkey ✭✭✭✭

May 2017

Yeah, you can use a workflow, which updates the status to e.g. "Updated By User", when an new End User Comment is added to the action log. You can also use Orchestrator to do the same thing.

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IT_Servicedesk Customer IT Monkey ✭

May 2017

ok, ill look into that.. thanks

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