How to add watchlist to Standard Ticket Configuration

[B-Bob]

Hi everyone,

I try to add watchlist in our Standard Ticket Configuration, so a requester can add someone to the watchlist.

I got this message:

Error Message

The following fields 'Watch list' are not allowed in info region

If that doesn´t work, how I can add a Watchlist-function for the reqester?

Thanks in advance

B-Bob

[Ankur Bawiskar]

@B-Bob 

This OOB BR handles that validation "Allow only whitelist fields for Header". We cannot disable that OOB BR as it's read-only.

Set or append the watch_list field to the existing standard ticket config record and update via fix script with setWorkflow(false) and the field will get added. This skips that OOB BR during update.

Steps to follow:

1) Select your application scope as "Service Portal - Standard Ticket"

2) Create a fix script and use this code and run it

var rec = new GlideRecord('ticket_configuration');
rec.get('33ad80e787f10010e0ef0cf888cb0b87'); // sysId of the standard ticket config record
rec.info_fields = rec.info_fields + ',' + 'watch_list';
rec.setWorkflow(false);
rec.update();

Output:

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@B-Bob 

Hope you are doing good.

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If my response helped please mark it correct and close the thread so that it benefits future readers.

[Jed]

This displays the watchlist, but doesn't allow users to be added. It also only appears when it's already populated. Any suggestions on how to support adding users and showing it when empty?

[Ankur Bawiskar]

@Jed 

I believe since it's not allowed by platform but we have a hack to show, system won't allow to edit it anyways