Hello,
I am trying to create a dynamic watch list based on caller ID. Ive found the following article how to and followed the instructions to the dot but I am still unable to update my watch list on my incident table.
https://express.servicenow.com/support/videos/servicenow-express-use-case-dynamically-adding-users-t...
Ive ensured my admin user account is set to "fake" user that is apart of the admin group, I also went through and made sure the api's put fields are correct. I am hoping someone may be able to shed some light. I know I am using express and perhaps that is my problem to start with, we have yet to migrate to enterprise, but this feature would be extremely helpful.
As instructed I went to Application Config> Web Services> api explorer> modify a record (PUT) https://company.service-now.com/api/now/table/{tableName}/{sys_id}
I adjusted {tablename} to Incident (the table I want to adjust), then I set the "/{sys_Id}" to "/${sys_id}" after that I went to REST Messages
Created a New REST Message, set the endpoint to "https://company.service-now.com/api/now/table/Incident/${sys_id} ", set the authentication type to basic, made an admin account using a an administrator credentials. Next I created an HTTP Methods Put and once again set the endpoint to "https://company.service-now.com/api/now/table/Incident/${sys_id} " and HTTP method to PUT. I set the HTTP REquest content to "{'watch_list':${existing_watch_list},${opened_by_manager}'}" and saved the HTTP Method
Next I headed over to Business Rules and created a new one, I set the table to "Incident" and to run when state is set to active, then I headed over to Web services. I set the REST Service to the REST Message I created, and set the REST Method to the HTTP Method put that I created.
Variable substitutions populated corrected. I then set the sys_id to "Sys ID" , Opened_by_manager to (show related fields > assigned to - user fields > Manager - User Fields > Sys ID) , existing_watch_List to Watch list, with all of them set to "same as"
Now I know the rule is running because I did a simple test for actions to verify the rule is running. any suggestions? please let me know if I need to clarify anything! Thank you in advance for your assistance and help!
