Hello @Kubsoneq ,

What you are trying to do is not currently possible, but it is a great suggestion for improvement.

You can log your suggestion in the ideas area below, which will allow the customer community to see, comment on, and vote for it: https://community.ifs.com/ideas

Before saving your idea, please enter "assyst" in both the Product Area and Tags fields to ensure it is registered under the IFS assyst category.

Thanks

We use a possible workaround for this to highlight tickets that are updated by the self-service user either via the portal or through an automated mailbox reader attaching a reply. Using specific actions, we build our users event monitors (as shown below).