By default the customer trouble ticket icon is only displayed in the customer window when the customer has severity level 1 (red flag) trouble tickets. If you want the icon to be displayed when the customer has any open trouble tickets, regardless of severity, the Display Icon If Any Open Trouble feature must be enabled in the Config Console. To do this:
In the Config Console, drill down to Environment_Name > Local Services > CostGuardService > ServerName_CostGuardServer > Customer Management Settings > Trouble Ticket Options.
Double-click Trouble Ticket Options (or right-click and choose Open). This displays the Trouble Ticket Options window.
Check the box for Display Icon If Any Open. This instructs the system to display the trouble ticket icon on the customer window when the customer has one or more open trouble tickets of any severity level (not just red-flag).
Click Save.