Add user in watch list and add comments

[snavuluri]

Hi,

 Please suggest, if we add a users to the incident watchlist, the user in the watch list is able to add additional comments or worknotes from the service portal to the same incident without any ITIL role.

Note: -  End user who is a part of the watch list should be able to see the incident on there service portal page and should be able to add comments to the incident.

Regards,

Suresh N.

[Ankur Bawiskar]

Hi,

Is that user able to view that incident in native when they visit incident table?

Regards
Ankur

[snavuluri]

Hi Ankur,

   Yes, the user is able to see that incident.

Regards,

Suresh N.

[Ankur Bawiskar]

Hi,

Is this happening with that single user?

The My Open Incidents have this filteropened_byDYNAMIC90d1921e5f510100a9ad2572f2b477fe^active=true^EQ

you need to update that

Regards
Ankur

[Ankur Bawiskar · Accepted solution]

@snavuluri 

update the filter as this

opened_byDYNAMIC90d1921e5f510100a9ad2572f2b477fe^ORwatch_listDYNAMIC90d1921e5f510100a9ad2572f2b477fe^active=true^EQ

Steps

1) visit the sp page

2) Control right click on the My Open Incidents and click Instance options

3) Updated the filter and save

Regards
Ankur

[snavuluri]

Hi Ankur,

As an ABC users i am able to edit all the fields, like caller, short description etc, it should not be like that, ABC should be only able to add comments to the incident for which he is added to the watchlist.

Basically the watchlist user should be only able to edit the worknote / Additional Comments fields, in form or in SP.

Regards,

Suresh N.