are users added to incident watchlist supposed to receive all notifications subsequently generated?

[santa]

My understanding is that any users added to an incident's watchlist should receive copies of all notifications subsequently generated for said incident - this isn't working on our instance, could someone please confirm it is supposed to work this way before I open a trouble ticket reporting an issue? We are on Jakarta patch 10

[Mark Stanger · Accepted solution]

I would think they should receive any incident notification that goes to the end-user (Caller) on an incident in general.  This, of course, can be configured but that's not the way it is by default.  By default, they don't receive any caller notifications.

You can go to 'System Notification -> Notifications' and look at the 'Users/Groups in Fields' field in a list to see which notifications have 'watch_list' in them.  All you have to do to get an email notification to go to those users is add the 'Watch list' field to the 'Users/Groups in Fields' field.  You can see the 'caller_id' emails by navigating to the following URL in your instance.

https://YOURINSTANCENAME.service-now.com/sysevent_email_action_list.do?sysparm_query=active%3Dtrue%5Erecipient_fields%3Dwatch_list

Please mark this response correct if I've answered your question.  Thanks!

[Mark Stanger]

You can go to 'System Notification -> Notifications' and look at the 'Users/Groups in Fields' field in a list to see which notifications have 'watch_list' in them.  All you have to do to get an email notification to go to those users is add the 'Watch list' field to the 'Users/Groups in Fields' field.  You can see the 'caller_id' emails by navigating to the following URL in your instance.

https://YOURINSTANCENAME.service-now.com/sysevent_email_action_list.do?sysparm_query=active%3Dtrue%5Erecipient_fields%3Dwatch_list

Please mark this response correct if I've answered your question.  Thanks!

[santa]

Thank you, Mark, spot on advise!

[manjusha]

Hi, If you add watchlist in sender then only watch list members. will get notification for specific incident. Please mark correct if helps. Regards, Manjusha Banngale