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The ‘Needs Attention’ feature in Tickets is often used to flag Tickets that require immediate attention from team member. This helps in prioritizing the ticket and drawing attention of Assigned Staff to it.

 

If Requester updates Worklog of Ticket, then ‘Needs Attention’ is set to ‘true’ for that Ticket and Assigned Staff needs to be notified that Requester has updated the Ticket and this Ticket Needs a response.

If Ticket’s Worklog is updated by Assigned Staff, then “Needs Attention’ is set to false indicating that Ticket no longer needs immediate attention.

This ‘Needs Attention’ feature is implemented in NITRO Help Desk Application. This feature can be customised if needed.