Incident & SR - What Does an Item in Bold in a List Mean?

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This rules in palce only concern Incident ansd SR. Tasks and their activies are not considered to mark request unread (in blod). When a new activity, like an email communication for example, is added to an Incident or SR, it will appear in bold.
 

  • A request in bold in a list is considered unread
  • The request is considered read as soon as an action is taken on it
  • Unread (bold) requests from each assignee persist and are reapplied when the client Windows starts
  • This mechanism does not apply when importing Incidents/SR via the DataImporter tool
  • There is no notification or subscription for unread incidents

 

What you need to know:

1-  A request (incident / SR) is marked unread (in bold) for the assignee when:
 

  • The request is assigned by someone else
            The change is not made via DataImporter
  • An activity is added by someone else
  • The request is reactivated by someone else following a suspension or marked as pending

 


2- A request (incident / SR) is marked unread (in bold) for the assignee in "Follow-up by" when:

 

  • The query is assigned a "Follow-up by" by someone else
          The change must not be made via DataImporter
  • The request is reactivated by someone else following a suspension or marked as pending

 

 

 

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