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Request List - Last Update Text


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I have received a request to change the list of available columns in the request list to include the text from the latest update in the timeline (just like with Summary)

I think confusion had arisen from Last Updated and Last Updated Date effectively showing the same thing albeit differently, the users expected to see the Last Update Text.

I understand that the number of characters may exceed the maximum allowed to populate this field so perhaps it could show the first x number of characters.

This would help agents to see the current status of all calls from one view rather than clicking into each one in turn.

I hope this makes sense.


Many thanks!

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As far as I'm aware there are no plans to introduce this, mainly for the reason you mention.

You can, of course, see the complete description by hovering the mouse over the Request Reference, so the information is available without clicking into a Request.

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