Is it possible to include a ServiceNow Group in a watchlist or can we only add individuals?

RuthM608
Kilo Explorer

I have a process that requires a group of people be included on the watch-list of an Incident ticket.   Rather than putting in each name, I'd like to set them up as a Group in ServiceNow and just include that group in the ticket watch-list.   Looks like we can only use individuals though, so I figured I'd ask and see if anyone knows a way to do this.

4 REPLIES 4

Marc A Love
Giga Expert

I think its only individuals....what I've done for ease of use is create a Service Now user called "Watchlist: GroupName"   (whatever the group is) and in the email address provide a group email address/DL that includes everyone that needs to be in said watchlist group....I now have a collection of them for various business services and people are able to select them pretty easily by looking for the prefix "Watchlist"....



Just my workaround/2cents.


ML


Your solution works for allowing those users on that group email/DL list to see all the notifications for the incidents, but it does not allow them to see the incidents listed in their Watched Incidents module under Self-Service. Also, if they click on the link in the notification to go to the INC in SN, they will get a "Record not found" message. This has been frustrating for our users, since they want to see the INC in SN and all the historical comments. I have not found a solution yet to add a group to the "Group List" field and then allow all members of that group to see the INC.


RuthM608
Kilo Explorer

Thanks, I'll give that a try.   I just wanted to make sure it couldn't be done solely within ServiceNow.


at least in Geneva, there is an OOB watch list field for groups. It's called "Group list" that you can add to your incident form. This is a new field, since the Wiki's script otherwise still refers to a custom "u_group_watch_list".


http://wiki.servicenow.com/index.php?title=Add_All_Email_Recipients_to_Watch_List  



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