Kelvin Posted November 28, 2017 Share Posted November 28, 2017 Please could we have an additional field in the request list view Last Updated By This would help me as a ticket owner see quickly if any calls have been updated by anyone other than me. 6 Link to comment Share on other sites More sharing options...
m.vandun Posted November 28, 2017 Share Posted November 28, 2017 +1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted November 28, 2017 Share Posted November 28, 2017 +1 Link to comment Share on other sites More sharing options...
samwoo Posted November 28, 2017 Share Posted November 28, 2017 +1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted November 29, 2017 Share Posted November 29, 2017 On 28/11/2017 at 2:25 AM, Kelvin said: This would help me as a ticket owner see quickly if any calls have been updated by anyone other than me. Hi Kelvin, I was wondering if you were aware of the colour scheme on the request list where some requests are yellow and others are white? If you are viewing the request list, anything that is yellow has updates that have not been seen by the owner. So if you have the My Requests option selected on the request list, anything yellow will be requests that have been updated by someone other than yourself and you have not viewed the request since the update. The benefit to this is over a column with the last person to update the request is that if I was to update your incident it would put me as the last person to update the request. You look at the request, but make no changes so I'm still the last person to update your request, but then I add another update, it would still just have my name as the last person to update this. How would you know that I provided a second update without opening the request? We could then use the last updated field to help with this, but instead of watching who the last person was to update the request, you now have to also watch the last updated field and remember if the time is at a later time to that of my first update. An added benefit to the yellow bar is for the person updating the request. If I added the update, I will see in my list that it is still yellow, which indicates that the owner has not seen my update yet. Regards, James 1 Link to comment Share on other sites More sharing options...
Kelvin Posted November 30, 2017 Author Share Posted November 30, 2017 @James Ainsworth I always wondered what the different colours meant. Link to comment Share on other sites More sharing options...
James Ainsworth Posted November 30, 2017 Share Posted November 30, 2017 @Kelvin If possible, would you mind working with these yellow highlighted requests to get a feel if this helps you with knowing which requests have been updated and then provide your feedback. I believe that this should also show when automated updates are applied as not all updates are done by a person. Regards, James 1 Link to comment Share on other sites More sharing options...
samwoo Posted December 2, 2017 Share Posted December 2, 2017 @James Ainsworth - is it possible to change the colours of the "unread" row? (if not can I request an enhancement) Maybe pre-specify a list of colours that work with the theme. The reason I am asking is that I've been telling people in my department about this and a lot of them are saying that they cannot see any yellow rows! After trying to figure out why, I eventually came to the conclusion that all users have different contrast / brightness settings on all their monitors (laptop's and freestanding ones). I did a test where on my laptop the yellow row is barely visible (i had to change the angle of the screen to see it), on my second monitor there is no yellow visible at all and on my third (slightly more advanced) monitor the yellow row is abundantly clear. Everyone is comfortable with their settings that most will likely be unwilling to change it for all their devices just to be able to view this yellow row. What do you think? Thanks, Samuel Link to comment Share on other sites More sharing options...
Victor Posted February 5, 2018 Share Posted February 5, 2018 @samwoo just an FYI, there is a change in the backlog to implement a mechanism to alert and differentiate requests which have not received ongoing timely responses (i.e. different than current yellow background alert) 2 Link to comment Share on other sites More sharing options...
samwoo Posted February 6, 2018 Share Posted February 6, 2018 16 hours ago, Victor said: @samwoo just an FYI, there is a change in the backlog to implement a mechanism to alert and differentiate requests which have not received ongoing timely responses (i.e. different than current yellow background alert) Hi @Victor This is a great idea, something to look forward to. Are you able to share any more more details on how this works at this moment in time? Thanks, Samuel Link to comment Share on other sites More sharing options...
Victor Posted February 6, 2018 Share Posted February 6, 2018 @samwoo the mechanism is very simple currently, as you noticed when a request is updated, in the request list view, that request will have a yellow background. This until the owner opens the request. The background is reverted to white once the request was opened by the owner... Following your post, we are now consid3ering to provide various other options to visually notify an analyst that one (or more) requests that he/she owns, was updated... I don't have any other details at the moment, I think this is still discussed internally... 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted February 9, 2018 Share Posted February 9, 2018 Coming back to the original post by @Kelvin, it would still be useful to have a field holding the details of who last updated it, which can be used in the BPM or email variables. This applies to both internal users and contacts, as with Organisation View on it is not always the owner of the request that updates it in the portal. Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 25, 2018 Share Posted April 25, 2018 On 12/2/2017 at 5:06 AM, samwoo said: is it possible to change the colours of the "unread" row? (if not can I request an enhancement) Hi @samwoo We have released a feature in the last update that lets you set/change the colour of the unread requests which by default is a light yellow. This is done through a Service Manager application setting webapp.view.ITSM.serviceDesk.requests.list.unreadColour I hope this helps. Regards, James 1 Link to comment Share on other sites More sharing options...
samwoo Posted April 25, 2018 Share Posted April 25, 2018 Thanks @James Ainsworth will be sure to try it out soon Link to comment Share on other sites More sharing options...
Alisha Posted November 15, 2018 Share Posted November 15, 2018 Hi @James Ainsworth @Victor, Is it possible to have different colours for when a customer updates the request and when an analyst updates it? Just so we can differentiate between the two different types of updates. Many thanks, Alisha 1 Link to comment Share on other sites More sharing options...
samwoo Posted November 15, 2018 Share Posted November 15, 2018 +1 to Alisha's idea Link to comment Share on other sites More sharing options...
BobbyB Posted November 22, 2018 Share Posted November 22, 2018 Any update/thoughts on Alisha's idea? This would be really helpful, Thanks, Link to comment Share on other sites More sharing options...
mojahidm Posted January 9, 2019 Share Posted January 9, 2019 +1 for the original idea by Kelvin and for Alisha's idea The main aspect that I require is to be able to know who last updated the ticket and if they were a user or a contact. Alisha's idea would be very good for a quick look to find out if a user or contact made the update and Kelvin's would be very helpful in a report to find out the number of tickets I've updated on a particular day Many thanks, Mojahid 1 Link to comment Share on other sites More sharing options...
Alisha Posted June 12, 2019 Share Posted June 12, 2019 Hi @James Ainsworth @Victor, Do you have any updates on this? Being able to see, at a glance, who last updated a request would be very helpful (different colours for customer and analyst update), as well as another column for who actually updated the request. The request owner won't necessarily be the analyst who last updated the call as there are lots of analysts supporting the same queue. For example, if a customer calls to update their request and a different analyst updates the request. Many thanks, Alisha Link to comment Share on other sites More sharing options...
Lauren Posted September 18, 2019 Share Posted September 18, 2019 Hi @James Ainsworth Is there any update with this at all? Going back to @Kelvin's original point, it would be great to have a 'Last Updated By' column. Lauren Link to comment Share on other sites More sharing options...
Gemma Morrison Posted October 1, 2019 Share Posted October 1, 2019 +1 for Alisha's idea please!! Link to comment Share on other sites More sharing options...
Gemma Morrison Posted March 6, 2020 Share Posted March 6, 2020 Hello @James Ainsworth is there any update in regards to Alisha's idea at all please? Link to comment Share on other sites More sharing options...
Gemma Morrison Posted March 6, 2020 Share Posted March 6, 2020 @lokent @Will Meekings @John Delamare-Timms Link to comment Share on other sites More sharing options...
lomixture Posted March 6, 2020 Share Posted March 6, 2020 +1 Would be SUPER helpful as a) we always have people complaining they can't see the yellow (appreciate there are other colours we could change to, but they're all difficult to see depending on your screen settings) b) we have large teams who dip in and out of workload, and if the supervisor clicks on an 'updated' job to see where they are in the process, the line then 'un-yellows' for the analyst working on it so they are then unaware of any updates and so c) the last updated column would enable the analyst to see that its been updated since they last checked without the need for a colour, potentially Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted March 6, 2020 Share Posted March 6, 2020 +1 for me too, would be great to be able to have this visual guide as to where the update has originated from Link to comment Share on other sites More sharing options...
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