can anyone tell me the difference between "Watch list" and "Follow" ?

[andersn]

can anyone tell me the difference between "Watch list" and "Follow" and how you controll notifications and whatnot that goes out to the different types?

[andersn]

Almost.

An end user submits an incident through a record producer in the portal. (We're using branded CMS in Geneva). If a service desk employee opens the incident and sees that this is a duplicate of an incident already reported he marks the incident as "duplicate" and relates it to the "parent" incident.

The end user will then get a notification that the incident he reported is marked as duplicate and he can then choose to be added to the parents Watch List (to get notifified on progress and such) by clicking a button "Subscripe to parent" from the incident he submitted (or by replying "Subscripe" (or something similar) in the email notification he recieves.

Hope this explains it better?

[bernyalvarado]

Ah ok. The subscribe to parent can be a server side UI action. If you will like to allow the user to reply from their email then you can subscribe to the parent using an inbound action.

Thanks,

Berny

[andersn]

Yes, i know i can do it with UI Action, was more looking into HOW i can add the user to another watch list than current.watch_list

[bernyalvarado · Accepted solution]

The following post should be of help of how to include people to a watch list:

Business Rule to Add User to Watch List if Caller is VIP

Thanks,

Berny

[andersn]

AhH! Great! This is just what i needed Thanks alot!