3246201 - How the Unread Flag Works in the Case List

You would like to understand how the unread blue indicator (unread flag) works in the case list.

SAP Service Cloud Version 2

1. Navigate to Case work center.
2. See that, for some cases, the column Unread has a blue indicator / flag.

The unread flag, in the cases list, will be set in 3 possible scenarios:

1. Whenever there is a new interaction in a case e.g. a new e-mail received from a customer, it will set the case to an Unread Status, indicating there is a new activity.

2. The unread flag will also be set when the case Status is changed, considering the Assignment Status is changed from Requestor Action to Processor Action.

3. The unread flag can also be set manually, via the three dots (...) button in the case quick view, using option Mark as unread.

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