watchlist person is not getting notification (ITOM> Event Management> Incident)

[Keerthan S]

In the Incident the mail id is reflecting in watchlist, but not getting notification to that mail about it(incident). Please help with solution. That mail id should get notification about incident.

[Dr Atul G- LNG]

Hi @Keerthan S 

Could you please provide sceenshot and also please check the notification is watchlist has been added as recipient or not?

[Community Alums]

Hi @Keerthan S ,

To receive these notifications, users must define an email address in their user record or enter an email address into the watch list email field.

An advanced configuration using watch lists involves placing two watch lists on a form, one for the general comments on a task and another for work notes or non-public comments. By configuring separate email notifications, separate users on each watch list can be notified about different information.

If users on a watch list are getting more than one email for each update to an incident, it can be because other recipients are replying all to an email notification. Recipients may be receiving email through their email system (Outlook, Groupwise, and so on) and through the base system. To stop this duplication, remove the names of other users from the email or the watch list.

Procedure

1. Open the notification to configure.
2. In the Who will receive section, select the icon beside Users/groups in fields.
3. Double-click Watch list in the Available column to move it to the Selected column.
4. Click Update.

[Mark Manders]

Can you elaborate on the issue you are facing:

• share your notification (watchlist added to the notification you expect to be send?)
• check the send emails: is the email sent at all? If so, does it include the watchlist email?