Allow users on Watch List to view Case in Portal

[User478120]

In ITSM, when Watch List members click the “Take me to Incident” link, they are directed to a read-only platform view, not the portal:

In CSM, when Watch List members click the link to the Case, they are directed to the Portal with an error message:

Is there a way to allow WL members have visibility into the Case via the portal or platform?

[Allen Andreas · Accepted solution]

Hello,

Yes, you could allow this. You'd have to create a "read" ACL on the respective table and use a condition such as:

watch list "contains" 

javascript:gs.getUserID();

For example.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Sandra Mack]

We are experiencing this same issue.  We are on Tokyo.  I am new to ServiceNow admin and need assistance with your recommended resolution.

[SumanthDosapati]

Hi,

As suggested by Allen, You can create a Read ACL on the table and allow watchlist.

Regards,
Sumanth

[Richard48]

Evan,

 Did the solution 

javascript:gs.getUserID();

work for you , or did you have to give additional permissions or adjust any business rules ?