Catalog task with two users for assigned to

[MiliReinoso]

Hello Community,

I would like to ask whether it is possible to assign two people to the same Catalog Task.

The context is the following: a RITM is submitted, and I need someone from a specific group and another user who is not part of that group (for example, the architect of another application) to work together on the task. Ideally, both users should be able to collaborate on how the work will be developed, use the task's work notes, and receive notifications related to the Catalog Task.

Has anyone implemented a similar solution or can recommend a best practice for this scenario?

Thank you in advance for your help.

[DrewW]

There is an "Additional assignees list" field that you can use for this.

[Tanushree Maiti]

Hi @MiliReinoso 

In ServiceNow, you can assign only one user to the Assigned to field on a Catalog Task (sc_task)

If you need second assigned to for monitoring purpose:

• Add the secondary user  to the Watch List.
• Ensure your ServiceNow Notification settings are configured to trigger emails to the Watch List whenever Work Notes or Additional Comments are updated on the task. This ensures both parties are notified and can communicate on the same ticket.

If both individuals need distinct reporting or strict SLA tracking on a single task :

• Instead if single fulfillment task, generate two fulfillment tasks for both of them. Update Flow/Legacy Workflow design for it.

[Aditya_hublikar]

Hello @MiliReinoso ,

As per my understanding , unfortunately we can assigned only one user to one task 🙂 . 

If this helps you then mark it as helpful and accept as solution.

Regards,

Aditya

[Nishant8]

Hello @MiliReinoso , Additional assignee list seems to be the right choice in your case, as Drew mentioned. It allows you to select additional fulfillers without needing to create a custom field. However, please consider a few key points before moving forward:

- It is not visible out-of-the-box on the form view. You will need to personalize or configure the form layout to pull the field onto the form.

- Users in the additional assignee list do not inherit the same write/edit access permissions as the primary task Assignee.

- You will have to manually update your email notification settings (under the "Who will receive" section) to explicitly include the additional assignee list field if they need to get alerts.

Regards,

Nishant