Feedback and Licensing Suggestion for Watcher Functionality in ServiceNow

[danbert68515516]

I'm not sure of the best forum to submit this, but I’d like to share some feedback and a licensing suggestion that could benefit both customers and ServiceNow.

Feature Request:
I'd love to see enhanced functionality for users added as watchers on tickets. Specifically, when a user is added as a watcher to an RITM, SCTASK, or INC, they should be able to:

View the full activity feed of the ticket.

Either:

A. Reply directly via a comment box embedded in the notification email, or

B. Log into the employee portal and access a simplified view of the ticket (with visibility into customer-facing comments and the ability to post their own).

Business Opportunity:
This functionality often requires a full ServiceNow license today, which can be cost-prohibitive. I propose introducing a new, lightweight license tier. Perhaps called a Collaborator License, with limited capabilities focused on comment access and visibility.

Many organizations want to offer this type of access to a broad set of employees but can’t justify the cost of full licenses for each user. Pricing this tier at a fraction (say, 10%) of a fulfiller license could unlock significant adoption. Even if some customers downgrade a portion of their licenses, the expanded user base could drive substantial new revenue while improving customer satisfaction. You'd have to do a survey, but to send that out en-mass, and get some rough numbers to do a pricing discovery should be an easy lift.

I believe this would fill a key functional and licensing gap and could lead to widespread adoption across your customer base.

Thanks for considering this idea. I’d be happy to provide more detail or join a discussion if this is something you're exploring.

[Rub_n Ruiz Tris]

For new functionality suggestions, there is an idea portal in ServiceNow where you can post them and have them voted on, etc. See https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1156757 , as it has changed from Community to Now Support.

Hope that Helps!

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