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Watch List and Work Notes List

Number of views : 12
Article Number : KB0015130
Published on : 2017-11-08
Last modified : 2020-05-06 21:51:31
Knowledge Base : ServiceNow - Public Self Help

The Watch List feature is available on Incidents, Request Items (RITMs) and Tasks. Users added to the Watch List will receive email updates when the ticket's Additional Comments field is updated, as well as when the state changes (i.e. upon closure).

The Watch List is useful for:

  • Collaborating with other fulfillers
  • Collaborating with users outside of ServiceNow
  • Copying users other than the Requested For and Requested By on updates to the ticket

Adding/Removing Users from Watch List: Incident

To add a user to the Watch List on an Incident, scroll to the Notes tab. Click the padlock icon to add or remove users from the Watch List.

Use the magnifying glass field to search for UT affiliates by name or EID, or use the email field to add email addresses for non-UT affiliates (or users that need to be contacted at an email address other than the one associated with their TED profile).

 

Adding/Removing Users from Watch List: RITM or Task

To add a user to the Watch List on a RITM or Task, click the padlock next to the Watch List field at the top of the form.

Use the magnifying glass field to search for UT affiliates by name or EID, or use the email field to add email addresses for non-UT affiliates (or users that need to be contacted at an email address other than the one associated with their TED profile).

 

 

The Work Notes List feature is available on Incidents. Users added to the Work Notes List will receive email updates when the ticket's Work Notes field is updated, as well as when the state changes (i.e. upon closure).

The Work Notes List is useful for:

  • Collaborating with other fulfillers
  • Collaborating with users outside of ServiceNow
  • Copying users other than the Requested For and Requested By on updates to the ticket

 

 

Adding/Removing Users from Work Notes List:

To add a user to the Work Notes List on an Incident, scroll to the Notes tab. Click the padlock icon to add or remove users from the Work Notes List.

 

Use the magnifying glass field to search for UT affiliates by name or EID, or use the email field to add email addresses for non-UT affiliates (or users that need to be contacted at an email address other than the one associated with their TED profile).

 

 

 

 

 

 

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