How to add Watch List to Service Portal (self-service) for Incidents submitted by end-users

[DWashington]

Version:  Kingston

This is the Self-Service Portal screen end-users see when submitting an incident.  How can the Watch List be added?

[Michael Fry1]

You can add a new variable using List Collector type and referencing the User table. The functionality will work different on Service Portal vs ITIL view but still allows for multiple users:

[DWashington]

Thanks -  I was able to add this, but after adding the multiple users, impersonating them, when clicking on the "Watched Requested Items" or "Watched Incidents" the newly created incident or request is not visible.

[Michael Fry1]

Just to confirm is this a catalog item or a record producer? On the created ticket, does the watchlist contain the names you selected? If catalog item you'll have to add a script (client script, part of your workflow) to copy the variable data to the field. If record producer, you can map the variable to a field (watchlist).

[H_Halim1]

Hi,

Try mapping the newly created variable to your incident watch list field: