With this feature each agent can select various ticket attributes within the related user preferences. The configuration screen is available in the Focus Topic Settings menu item of the Personalization menu.
Focus Topic Settings
These settings are for customizing personal notifications. In this screen the agents can set various ticket attributes to focus on those tickets.
Select one or more ticket attributes from the drop-down lists.
Note
Ticket Notifications have to be also configured by the system administrator in order to receive the notifications.