Track activities with new information received

Overview

This page describes a new feature added in New Look for Agents and Service Desk Agents to easily track when activities receive new information.

General

To enhance user experience, the Navigation Items area has a badge indicating the number of activities with the status "New information received". The feature is available for Service Desk and Enterprise Queue Management.  The new information received will be shown in the navigation as a badge with the number of activities that were affected. The badge appears for Tickets, Service Requests, Incidents, Problems, and Change Requests.  For every badge in the navigation "New Information received" tooltip will appear.

If more than 9 tickets are affected for some navigation items, the badge will show "9+" in the navigation. 

In the case when new information affects items that are child items of a second navigation level, the badge will be displayed at the parent level, indicating that there are updates within its child items.

The badge will be automatically recalculated for the current navigation every 10 minutes. 

Configuration

The conditions that define when the badge number is recalculated are defined in the Service Desk settings, New Information Received Flag Configuration area.

The badge displaying is managed in the corresponding Navigation Item settings of the Administration application. See also, Navigation Items: Badge Configuration (New Look Only).

Sound Notifications in the User Profile 

Every user who has access to the items with tracked new information received, can configure the sound notification in the user Profile area.

By default, the sound is turned off. 

To turn the sound on, open the user Profile and set the Sound Notification For Navigation Badge Configuration. Choose from the library of suggested sound and click Play to test the notification sound: