Best Practices: Ways to Follow a ticket?

JP-ODU · ‎06-15-2020

Users are interested in following RITMs, catalog tasks, and incidents... what's the best means of doing so? What's the difference between the Watch List vs the Follow button?

Are there other approaches people find helpful? Tag + filter or report? Something else?

Ashutosh Munot1 · ‎06-15-2020

Hi,

You can add people to watch list so they will get notified about the changes to ticket if your notification allows that.

Follow allows you to chat on the record and that conversation is added to worknotes of the ticket. But not for end users.

Thanks,
Ashutosh

Ashutosh Munot1 · ‎06-17-2020

HI,

If you got your answer please mark answer correct.

Thanks,
Ashutosh

Priyanka Vasant · ‎06-15-2020

Hi JP,

Find the below link that might help you.

https://community.servicenow.com/community?id=community_question&sys_id=722dbec5db6f5304d58ea345ca96...

https://community.servicenow.com/community?id=community_question&sys_id=cd1bcfaddb5cdbc01dcaf3231f96...

Mark helpful or correct based on the impact.

regards,

Priyanka A.

Megha Padale · ‎06-15-2020

Hi,

Adding to Priyanka's post, check this link

https://stanford.service-now.com/services?id=kb_article&number=KB00015364

If my answer helped you in any way, mark answer as helpful and correct.

Thanks and regards,

Megha.