Request List Colour Codes

[SJEaton]

Hi

EPUT has just gone live and users are asking for confirmation of what the colour codes on a request list mean. We are using paleturquoise for background of requests that analyst has not read but what does white and grey indicate please?

Sam

[Peter Clough]

That sounds like the requests are on hold?

Unless you mean the colour highlight on the Last Updated By field, which is controlled in webapp.view.ITSM.serviceDesk.requests.list.lastUpdateByColor and can be coloured based on analyst, system, or customer updates.

[Emily Patrick]

In this example: 

The top one( highlighted light blue) is showing as being in progress, but the owner hasn't read the latest update (be that a worknote, it's come off hold, has breached, or an email has been received)/it's just sat waiting in the team queue for someone to pick it up and read the comments etc

The middle one (white background) is showing as being in progress, but the owner is up to date with all the latest updates in that ticket

The bottom one (grey-blue background) is showing as being on-hold (probably waiting on customer in our case).  The text is also in italics for these status' with us. 

 

Hope this helps