Watch list comments to move INC state

[Marco Pasqua]

Hello community

few months ago we allowed watch list users to comment a ticket from portal recap page

Client is happy and that thing delivered unbelievable value for around 500 users.

NEW Requirement:

Client want that if watch list user add a comment from the portal and the ticket is in On Hold, the comment should automatically update the state from On Hold to WIP (basically reproducing what caller's comment already do with the OOTB configuration).

Issue:

The issue here is that assignment group can add people to watch list as well (from back-end) and they might leave a comment visible to customer that should not be confused by comment added by caller defined watch list.

Question:

What can i implement to distinguish caller defined watch list and understand if the comment is added by him/her watch list and therefore the state should change, or it's back-end stuff and the state should not be updated?

Thank you in advance

Marco

[Mark Manders]

There is no difference between the watchlist users based on who added them. There is no record of who added a user that you can query to check on. 

The only possible solution could be that if the backend added users are internal users (company email) and the portal added users are external (non company email). Then you could check the 'created by' of the sys_journal_field record (or updated by on the ticket) to define what needs to happen. 
But a watchlist user is a watchlist user, so if they can both internal and external, you aren't going to get this difference in the logic.

[Marco Pasqua]

unfortunately email is not an option, while start logging who added watch list users might not be a bad idea 😕

the other idea i had is some sort of temporary role (that i will log as an idea for servicenow further releases), but also on that front i'm not sure how to structure it.

i'll keep thinking about it

[Mark Manders]

I think the only way to do is is to create an 'internal watchlist' field (can be hidden). If watchlist changes by member of assignment group, you also add that change to the 'internal watchlist' field. That way everything stays the same, but you have the possibility to check on updates of the comments to see if they were made by someone from the 'internal watchlist'.

[Sathish Kumar S]

Hi @Marco Pasqua 

There is an OOTB business rule which takes care of the state changes from on hold. Try applying the below highlighted condition on the BR and let us know the status.

Regards,

Sathish Kumar