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