Adding external DLs to WatchList

[sgmartin]

Our client wants to be able to add external Distribution Lists (DL) to the WatchList of an Incident.  For another project, I've created a custom table and with the use of LDAP Imports, I'm importing all the Global Security Groups and Distribution Lists from our Active Directory.  They would like to be able to select these DLs using the same type of reference field, but this time to the custom table that has the lists.  Is this even possible?

[Chuck Tomasi · Accepted solution]

The watch list is a glide list type and it points to sys_user so you can pick users. You can also add an email field below it and use that to type email addresses such as the DLs you use (e.g. my_dl@mycompany.com). 

That being said, while the watch cannot do this (because it references sys_user) you could use a separate list field that points to you DLs table. Then they could pick from the lists, but it would a separate field. You could also have to reference this field on the notifications that go out to include them in the Cc (typically by scripting in a mail script).

[Brian Lancaster]

It would also be good to note that even if you create this field it would only have the functionality to send notification.  The users who are members of that DL would not be able to see all incidents via Watched Incidents under Self Service or if you have the menus setup correctly in SP for watch list user to be able to view incidents.

[sgmartin]

Yes, that is understood.  They just wanted to add another level of notification knowing that not everyone that is a part of a particular DL will be able to even view the Incident they're being notified about.

Thanks for the response.

[Chuck Tomasi]

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