multiple callers incident

[Rob90]

This is very easy to explain but difficult to solve so apologies.

Is it possible to have a way to have more than one caller for incidents?

Our ServiceNow is not based on a single user, it is usually an external user and or the company they work for, sometimes a support mailbox too.

I would want ServiceNow users to be able to add and remove callers based on email addresses.

This would be a huge help so any advise would be greatly appreciated.

Thank you

Rob

[SanjivMeher]

You can add all of them to watch list.

We have similar functionality, where external users send us email and we create a ticket and add them to watchlist.

Any progress made or comments added, watchlist are also notified.

[Allen Andreas]

Yea, I agree with Sanjiv.

You would still want to associate a main POC (point of contact) as the Caller...so that OOB field is still relevant. So you can then add everyone else to the Watch List and configure notifications and such to go to them as well. Secondly, you could create a list collector field referencing the sys_user table and name it something like "Affected Users", if you wanted to log the other users affected and not start a process in the company of using the watch list field for that.

The affected users field can also be set to show up when the impact is set to something wider than a single user. That way it doesn't take up space on your form when not in use.

Just my 2 cents.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[AbhishekGardade]

Hello Rob, You can create a new dictionary field with type list and use the same for adding multiple users Thanks, Abhishek

[Kajal Goti]

Hello Rob,

please visit below link.it can be help you 

Create Incident for multiple users