Change to Homepage Grid Display Rules
We've made some important changes in v2023.4 to how your home page grid displays data, to keep the Inbox focused on the work which needs doing. We've listened to your feedback and reverted primarily to the way the system behaved prior to recent logic changes we made which had results in items in a Wait and Resolved state show in the Inboxes. This pattern has now been removed.
The headline explanation of Grid display rules in your Home page is now as follows:
If it's assigned to you or one of your team members, or it's in a state of To Do or In Progress, you'll see it in the Inboxes.
Everything else, such as items in a Wait state, you'll find in the Owned Work views.
For a more detailed breakout of all scenarios, see the table below:
| Work Item Context | Where it displays |
|---|---|
Any Case/Ticket/Action with an Assigned User | Inbox |
Any Case/Ticket/Action with the “More Information” flag set that is configured to use Queues | Inbox |
Case with the “Problem” flags set that is configured to use Queues | Inbox |
Any Action in a To do / In Progress state that is configured to use Queues | Inbox |
Any Ticket in a To do / In Progress state that is configured to use Queues | Inbox |
Any Case in a To do / In Progress state with an Owner that does not have the “More Information” or “Problem” flag set that is configured to use Queues | Owned Work |
Any Case/Ticket/Action in a Wait State with an Owner where Queues are configured | Owned Work |
Any Case/Ticket/Action in a Wait State with an Owner where Queues are not configured | Owned Work |
Any Case/Ticket/Action in a Wait State without an Owner where Queues are configured | Owned Work |
Any Case/Ticket/Action in a Wait State without an Owner where Queues are not configured | Not displayed |
Tickets placed in a Wait State at the same time as changing the Category where Queues are configured | Owned Work |
Tickets placed in a Wait State at the same time as changing the Category where Queues are not configured | Not displayed |
Tickets already in a Wait State when the Category is changed where Queues are configured | Owned Work |
Tickets already in a Wait State when the Category is changed where Queues are not configured | Not displayed |
Cases automatically created by Schedule that no User has ever updated where Queues are configured | Owned Work |
Cases automatically created by Schedule that no User has ever updated where Queues are not configured | Not displayed |
Case/Ticket/Action without an Assigned User or Owner where Queues are not configured | Not displayed |
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