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These rules in place only concern Incident and SR. Tasks and their activies are not considered to mark request unread (in bold). 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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