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?

[bernyalvarado]

Hi Anders,

Watch List is primarily intended for Notifications (emails and/or sms) and Follow is intended for subscribing to a record on the Connect Chat.

Thanks,

Berny

[bernyalvarado]

The following links will be helpful:

Watch Lists: Using Watch Lists - ServiceNow Wiki

Follow: Follow a record in Connect

Thanks,

Berny

[andersn]

Ah, that explains alot.

Then maybe you know the answer to my use case:

I have on incident created a new field "duplicate" (two fields one checkbox and one reference to the same table). When an incident is marked as duplicate i want to have a UI action button that says "Subscripte to parent" that basicly adds the user to the parents watch list.

I havent been able to figure out how to accomplish this..

I also would like to remove the "Follow" button if this is only for connect as we don't use this. We have created a lync integration with a custom lync "client" built in servicenow. It just seems like there's no UI action for this button? It's mandatory by servicenow?

[bernyalvarado]

Hi Anders,

I'm going to try to rephrase your question to make sure I'm understanding it right.

"As a user you will like mark one Incident as a duplicate of another one through a UI action in the duplicate incident record. Once that happens you will like to associate the duplicate incident to the original incident (the one you're referring as parent) and then include the user to the watch list of the original incident". Is this right?

Thanks,

Berny