Information button to be highlighted when communication comes on case or ticket
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Navaneeth Kumar S
As a user, I have converted a ticket to a case and working on an action.
there is a email either on a ticket or case, i can see it on open action but cant get an I sysmbol highlighted on action.
Can we please see if we can enable this to the latest open action to get this information too - as I will be working on an action and not an owner of case and ticket too
So I can easily miss the information highlight
Kamal Saran
Hi Navaneeth Kumar S — thanks for raising this. Just so we understand the gap correctly, can you clarify a couple of points:
1) When a new email/communication is received, where do you see it today (e.g. Ticket/Case Communications tab, Activity, etc.) and what should the open action’s “i” indicator be telling you?
2) Should the “i” highlight on the latest open action trigger for any new communication on the parent ticket/case, or only when the communication is specifically related to that action?
3) Once you notice the highlighted “i”, what do you need to do next — do you expect to open/read the message directly from the action, or is it sufficient that it simply prompts you to go and check the ticket/case communications?
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Navaneeth Kumar S
Kamal Saran
- if email on ticket - "i" will be on ticket and case not on action. If email on case - "i" will be only on case not on action
- "i" to be highlighted on the latest open action - so the handler can ntoice and take action
- if "i" is given on action, then we will directly open action with all info on it already available