Watch List functionality

[Amelie G]

Hello,

We have a customer who says he can't see all ticket details on the portal or work notes even if he's been added to the Watch List and this is a bug that needs investigation. From my understanding, adding a user to the Watch List and Work Notes List will only allow them to receive all notifications related to that ticket but it doesn't give them visibility over the ticket details or work notes directly on the portal. He is an end user, can search for the ticket and is able to see a few details and the additional comments. I've checked other instances as well and it works the same so I think this is OOTB behaviour and if we were to give the users this kind of access, we would have to change some ACLs. Can someone please confirm if I am correct?

Thanks

[AnubhavRitolia]

Hi @Amelie G 

Yes, you are right.

Anyone user to Watch List or Work Note List does not give them any access.

Access is given through Roles or updating ACL.

You need to provide required role (itil role) to the users to have to view Work Notes.