How to Enable Watch List Add/Remove Functionality on ESC Incident Ticket Page?

DeepakF
Tera Contributor

2 weeks ago

Hi Team,

I have a requirement to allow end users to manage the Watch List on Incident tickets within Employee Service Center (ESC).

Specifically, on the standard ESC ticket page.

I need users to be able to:

  • View current Watch List members
  • Add users to the Watch List
  • Remove users from the Watch List
  • Update the Watch List after the Incident has been created

Ideally, I would like to leverage any existing OOB Employee Center functionality rather than building a custom widget from scratch.

My questions are:

  1. Does ESC provide any out-of-the-box Watch List component for Incident tickets?
  2. Which widget/page component controls Watch List functionality on the standard ESC ticket page?
  3. Has anyone successfully exposed the Incident watch_list field on the ESC ticket experience?
  4. What is the recommended approach: extending the Ticket Fields widget, adding a custom widget, or reusing an existing OOB widget?

Any guidance, examples, or best practices would be greatly appreciated.

Thank you

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Ankur Bawiskar
Tera Patron

2 weeks ago

@DeepakF 

portal is for end users and why would you allow end users to update watch list from portal?

not a recommended approach

OOTB watch list field can't be added to ticket page on portal, but I have a workaround in blog I created

please check below

Adding Watch List to Standard Ticket Configuration in ServiceNow 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

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