Creating a visual indicator (e.g. Flag), based on Category selected on a ticket, to highlight them in the Remedyforce Console
I would propose that you create a new field on Incident Object, of type Formula (Text), and when a certain Category is selected by the Service Desk Agent on the Incident Form, a red flag will display against the ticket in the Incident Form, and also in the list view of tickets.
New Field in Incident Object – of Type (Formula > Text)
Formula: Copy and paste into the Formula Field – amend the Category Name in the “ “ for your own Org. I have created the formula like I have, as I thought you may have multiple Categories that could be selected where you wish the agents to work on the ticket quickly.