Last Updated By highlights

[Peter Clough]

A lot of my department uses the Last Updated By field to help pick out requests where the user has added updates.

These are highlighted orange when last updated by System Internal Context, but when updated by user, it seems to be highlighted green some of the time, and has no highlight at other times. I've tried comparing some of these requests to each other to try and find a difference, but I've not been able to pick anything out.

[Peter Clough]

Update, I've checked the application settings for webapp.view.ITSM.serviceDesk.requests.list.lastUpdateByColor. It appears they're all set correctly. Amber for the system, green for a customer, none for an analyst. But this would appear to be getting applied inconsistently. These updates are in some cases updated by a connection, but almost always by the user who originally logged it, who have only a basic account, so should not be recognised as an analyst.

 

[David Hall]

@Peter Clough

Thanks for posting, I'll check this out and see how basic users are being handled and get back to you.

Kind regards,

Dave.

[Peter Clough]

I appreciate it, thank you.

[David Hall]

Hi @Peter Clough

Just checked and we have recently already logged this as a defect.  Hope to have this ready in time for the next Service Manager update but it will appear in the release notes when its been corrected.

Kind regards,

Dave

[David Hall]

@Peter Clough

Just a quick update... the defect we are fixing in the next update will correct an issue with the last update colour where there is an update by the portal user that triggers a status update.. this could be why you see it as inconsistent as the colour would be different depending on whether the request was active or on hold.  I hope this is the same issue, but if you still see the problems after the next service manager update please post back and we will review further.

Kind regards,

Dave