I don't understand exactly how the Read/Unread field works with Tickets. Does this only correspond to whether each user has read the ticket? Are my unread tickets different from someone elses unread tickets? If a new comment is added in the reply-thread of a ticket, does the ticket return to unread? Can I batch assign tickets as read? Can I view the notes in the reply-thread of a ticket as individual entities, which would then have their own read/unread status?
See, I have so many questions!
Hi Eli,
You are correct, in that we currently do not have explicit documentation on this feature so I see how it can cause some confusion! We'll work to remedy that, but I can give you an answer in the meantime. The read/unread field is a per-user field which helps keep track of what Notes and Tickets you have read. If you read a particular Note, it will then show up as "read" for you, while another user who has not yet read the Note will see it as "unread."
It is possible to batch mark Tickets and Notes as read in the Shotgun interface. On a page listing the Notes or Tickets in question, highlight the entities you wish to mark as read, then right click, and from the ActionMenu that pops up click "Mark Selected as Read." Please note that this will only mark those entities as read for YOU.
Unfortunately at this time, each and every reply to a threaded entity like a Ticket or Note does not have its own read/unread status. It's either read or unread for the entire Ticket/Note. Is this a feature you would find useful? If so, how would you want it to function to suit your needs?
Thanks for pointing out this hole in the documentation and we'd love to hear your suggestions on the replies as read/unread individual entities.
I wasn't looking for replies to be read/unread as individual entities, I was just wondering if that's how it functions -- i.e. are there separate note entities for each reply? But it sounds like the replies aren't separate entities, but rather field or field-like objects within the tickets.
Just to confirm -- if someone writes a new reply for a ticket, that will return the ticket to "unread" status until I read the new reply, correct?
Also, in a related note -- when you read a Ticket-reply, it doesn't change the "Date Updated" field on the Ticket, but if you select a note and choose to mark it as "Read" it does change the "Date Updated" field on the Ticket. This is confusing, since the read/unread status only affects one user, but all the users look at the Date Updated field to see the latest activity on a ticket.
Hi Eli,
There are not separate Note entities for each reply.
You are correct, if someone writes a new reply for a Ticket, that will return the Ticket to the "unread" status (for you) until you either read, or manually mark the Ticket as read.
You are also correct, in that the "Date Updated" field being changed only in some instances is inconsistent. I've created an internal bug ticket to remedy this. Thank you for pointing that out!
I asked Tommy Kiser about this in a support email, and he also created an internal ticket about it -- just letting you know so you don't end up with duplicate tickets.
Thanks for your help!