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Highlight your Work Items Modified by Another User

David_JohnsenDavid_Johnsen Customer Advanced IT Monkey ✭✭✭
On our old call logging system (TOPdesk), if someone other than yourself (as the assigned to operator) updated one of your work items, the line would change be in to italics.
This was an excellent way to keep an eye on any updated calls, where you're waiting on a user to get back to you for example.

Anything like changing the format of the line, or adding an indicator icon would be great.
16 votes

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    Chris_Chekaluk1Chris_Chekaluk1 Customer Advanced IT Monkey ✭✭✭

    I completely agree with this suggestion and wish I could up vote this 100 times!! I also had identical functionality in a different system WAY too many years ago that also worked very well.

    Call tracking systems like SCSM are intended to get people out of email with the ability to track work being done. However, without this functionality, SCSM forces users back into email via notifications. So pitching SCSM internally to departments as a way to track work without sending email back & forth falls flat when the system needs to send an email notification just to tell you that someone has updated something.

    My suggestion would be to somehow use cookies to track the last time the logged in user updated a work item (by update, I mean either a property update, such as Description, or I add a Comment). I would think that the My Work, Team Work, My Requests, and Team Requests views should look at the cookies and display some alternate visual indicator (bold/italic/highlight color) if the WI has been updated after my cookie's timestamp for the WI.

    It's not critical, but it might be nice if Admin's could customize how they want to display the highlight- such as bold/italic/highlight color.

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