Add person to watch list on Incident

[todd_verrastro]

Hi,

I have a requirement to add a specific person to the Incident watch list when the "Caller" field is populated with certain users. Is this best done with a business rule or client script?

Also, how would you configure it?

Thanks in advance!

Todd

[Pradeep Sharma]

Hello Todd,

Create a BEFORE business rule, define filter conditions as per your req and the script will be

current.watch_list=current.watch_list+','+current.caller_id;

Reference:

Business Rules - ServiceNow Wiki

Business Rule to Add User to Watch List if Caller is VIP

[Mike Allen]

I would have a before insert/update BR that says,

if(user in <certain users>){

current.watch_list += specific_person;

}

[Nick Simonelli1]

There is also some other good info (actually credited to the same 2 people who answered above) at this link. It may be helpful to you.

[Michael Ritchie · Accepted solution]

From a performance perspective unless you need it client side as the user is filling out the incident form to populate it, it is best to run it server side via a business rule.

Is this a hard coded person or is this person an attribute of these certain callers?

Create an advanced business rule that runs before insert/update and set the appropriate conditions via condition builder, and then a script like the following should work.   This code will work even if the watch list is already populated.

var userToAdd = "sys_id_of_the_user"; //This is the SysID of the user to add to the watch list

var watch_list = current.watch_list.toString().split(",");

if (watch_list.toString().indexOf(userToAdd) == -1) {
       watch_list.push(userToAdd);
       current.watch_list = watch_list.join(",").toString();
}