BOLD listed Requests

Hi,

 

in CS we see from yesterday all Requests are listed in BOLD. Normally the requests will be listed in BOLD if the Owner of Requests has read the Requests after its last created/changed. Possible Reason if i read the logs: there runs scripts by Trigger Saving a request, maybe the changes of ejScripts make the Requests in BOLD again.

 

 

Questions: is it possible that BOLD-Display igronrize the Changes by ejScripts? so that the BOLD-Display says at least the truth to User?

 

Thanks!

RE: BOLD listed Requests

Hi,

In your trigger script you are probably using ticket.save function, calling this function without any other parameters will compute readstatus on ticket. I would suggest that you try to utilize ticket.save(Bool setReadStatus, Bool doNotCheckEscalating) instead. You can find more information about this in our docs.

Von: Michel Krohn-Dale 18. Jan 2021

RE: BOLD listed Requests

Hi Michel,

 

Thanks for your Point. I have checked by all Trigger where I set t.save() and replace it with t.save(false, true), then I create manually new Ticket to test and saved, but if I check its Log, the changes by ejScripts is still new protokolled. How ever, if I refresh the Navi, my Ticket will no more listed in BOLD, Thanks!

Von: Jianchun You 18. Jan 2021