How to Add External Email Addresses to the Watch List of an HR Case in ServiceNow HRSD?

[VikramadityK]

Hi Community,

I am working on ServiceNow HRSD and need to add external email addresses to the Watch List field of an HR Case (sn_hr_core_case). These email addresses do not belong to users available in the sys_user table.

In the standard platform functionality, the Watch List allows users to be added, but in our HR Case form, I am unable to add external email addresses directly.

What I have tried / observed:

• The HR Case extends the Task table.

• The Watch List field is available on the HR Case form.

• External email addresses cannot currently be added through the available UI.

My questions:

1. Is there a supported developer-side approach to add external email addresses directly to the watch_list field of an HR Case?

2. If external email addresses are stored in watch_list, will the standard notification mechanism send notifications to them automatically, or is additional notification configuration required?

3. Are there any HRSD-specific restrictions or best practices to consider before customizing this functionality?

I would prefer a solution that preserves existing internal-user watch-list functionality and does not require creating dummy user records in sys_user.

If anyone has implemented this successfully in HRSD, I would appreciate the recommended approach and any relevant sample code or configuration steps.

Thanks in advance!

[garimakharb · Accepted solution]

Hi, @VikramadityK 

I found this, please check that,

HR Core: 'Email Address' line is absent from 'Watch list' field for HR Cases (i.e. sn_hr_core_case),...


and also, in my knowledge , workaround can be- either od these two steps - 

• Create a user record for each person: a sys_user record with no roles and an external email address. They can then be picked in the Watch list like any internal user. This is the simplest and most common approach.
• Add a separate field for email addresses: a custom field on the HR case (for example, a “CC email” text field) and a notification that sends to it. This keeps external addresses out of the Watch list entirely.

[Tanushree Maiti]

Hi @VikramadityK 

Refer KB: KB0823931 HR Core: 'Email Address' line is absent from 'Watch list' field for HR Cases (i.e. sn_hr_c... 

Workaround

The external Email field is not supported for the Watch list field for the HR Cases form, as well as any forms extended from HR Cases.

This is the expected behavior for the Watch List field for HR Cases.

Related Problem: PRB1325813

[garimakharb · Accepted solution]

Hi, @VikramadityK 

I found this, please check that,

HR Core: 'Email Address' line is absent from 'Watch list' field for HR Cases (i.e. sn_hr_core_case),...


and also, in my knowledge , workaround can be- either od these two steps - 

• Create a user record for each person: a sys_user record with no roles and an external email address. They can then be picked in the Watch list like any internal user. This is the simplest and most common approach.
• Add a separate field for email addresses: a custom field on the HR case (for example, a “CC email” text field) and a notification that sends to it. This keeps external addresses out of the Watch list entirely.

[VikramadityK · Accepted solution]

Hi Guys,
Thank you for your answers. 
We can add no_email=false attribute in the watchlist dictionary. Earlier there was some problem in my instance due to which it was not working.
Now it's working fine.