Overview
The Highlighting feature is the ability to apply icons and/or highlight rows within Ticket lists to indicate that certain conditions have been met, such as a Client alerts, or a breached SLA.
Navigate to the Admin Area > System Areas > Select which system area you want to configuring the highlighting rule in e.g. Ticket > Queues and Tabs > Highlighting
To highlight a ticket, based on the filter criteria set in the expression builder, please see the example provided in the screenshot below, which states that if a ticket has a priority of P1 then the ticket will be highlighted in beige, text in black and a red icon has been applied. A number of icons are available in the Icon drop down box.
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Guidance
To Add Highlighting
Click Add > Enter the Tab Name > Add the Tab Filters > Click Save
To Edit Highlighting
Tick the box of the item you wish to edit > Click Edit > Make your changes > Click Save
To Delete Highlighting
Tick the box of the item you wish to delete > Click Delete > Click Ok to confirm the action
To Copy Highlighting
Tick the box of the item you wish to Copy > Click Copy > Change the details as required and re-name > Click Save
Reviewed: 08 March 2023