Watchlist

[FalakK]

Hi, 

My org wants to use Watchlist function to be able to add users who are neither agents nor Requestors to tickets. The use of watcher to be able to view and comment on the ticket where they are added as watchers. Is it possible to achieve this without needing paid license?

[lauri457]

You need to talk with servicenow regarding licensing. However you should be able to add any user to the watch list for read access to comments, they can start sidebar discussions and post them in the activity stream.

What is the use case? You can set someone else as the caller but still have access as the opened by user, oob there are cascading comments from the parent to child incidents etc etc

[FalakK]

Thanks. So how do you do that? what access/ACL watchers should be granted 

[Akshay37]

Hi @FalakK ,

You can write ACL in that script fetch the watchlist users and allow return true for them to provide the access.You need to write read acl on table and * level to give them read access and also need to write "Write"ACL on comment field to give them write access.

If this helps you please mark this as helpful/accepted

Thanks,

Akshay

[FalakK]

wouldn't "write ACL" would flag business stakeholder license