Adding a Group to a Ticket Watchlist

[dmullinax]

Is there a way to add a user group to the Now platform's watchlist?

For example: If I wanted to add all members of the HR group to the watchlist, I could select from a list of groups to manage rather than each individual name.

If this isn't available, what would be the "best practice" approach?

[Claude DAmico]

If the list collector is not set for groups, you won't be able to simply select a group. If the group has an e-mail address, you could use that. Otherwise, you would be looking at changing the reference of the watch list to the group table or adding a separate field that functions the same way that allows for groups to be selected without having to remove the users list collector.

[dmullinax]

You have any examples or documentation on how to accomplish any of this?

[Claude DAmico · Accepted solution]

Adding a new list collector to the form is just simply adding a new field to the table configured as a list collector and specified to reference the sys_user_group table. It's really configured just like a reference field. You can check the dictionary for the watch_list field on the incident form for an example of how a list collector is configured. The below URL is what is OOB for my PDI.

https://<your_instance_url>.service-now.com/sys_dictionary.do?sysparm_referring_url=incident.do&sysparm_view=&sysparm_query=name%3Dtask%5Eelement%3Dwatch_list&sysparm_query_encoded=name%3Dtask%5Eelement%3Dwatch_list

If you change the behavior of that list collector to reference the sys_user_group table, all notifications previously set up for the watch_list will get messed up since they were set up for users rather than groups so I recommend definitely adding a new field and check the notifications in question to make sure they are sending to users/groups in fields <new_field_name>.

If the notification is triggered by an event and users to send to are specified in the params, the event needs to be reconfigured to also get users from the new field. If the notification is NOT triggered by an event, configure the "Who will receive" tab on the notification for 'Users/Groups in fields' to include the new field.

I hope this helps!