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Track activities with new information received

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A feature showing a badge in the Navigation Items panel with the number of activities that have new information.

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, we are implementing a feature to display a badge on navigation items 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.

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

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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.

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

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  2. Tags
    1. modern ui
    2. Service Desk