How can Users with "snc_internal" role can users in watchlist in an Incident?

[Vaishnavi35]

Hi,

There are users with self-service access i.e., "snc_internal" role. They want users in watchlist in an Incident. How can they do this?

They are creating an incident from "Employee center". They can comment from the activity area. But how can they add users to the watchlist?

They receive an email when they create an incident. When they click on "click here to view the incident" URL, nothing opens but its redirected to the homepage or dashboard page.

Please Help?

Thanks,

Vaishnavi

[Unique45]

Hello @Vaishnavi35,

As per my knowledge , there is no OOB way for the end user to add a watchlist to the incident form the service portal.

You can add watchlists to incident using following way:

In the record producer, create a variable named 'Watch List' and map it to the field Watch List of the incident.

[Mark Manders]

You can add the watchlist to the portal form and give write role to them on that field and make sure they can also select people (read role sys_user table?). 

I don't understand your second question. You say 'nothing opens', but they go to the homepage or dashboard? Which is it: nothing opens, or they go to a dashboard, or they go to a homepage? But check your email settings, because there (probably in an email script) the link is set to where they will end up after clicking it.