No itil role and watch list.

[Wirasat]

I have added a user who does not have itil role to the watch list of an incident. But, that user is not seeing that incident. Its not visible to him.

Here is what I am reading in servicenow documents.

"Users who do not have the itil role can view incidents if they have opened the incident, are the caller, or are included in the watchlist"

[Alikutty A · Accepted solution]

Hello,

The user need to navigate to Watched Incidents module under self-service to view those incidents. Also you need to make sure that OOB read ACL on incidents is having the watch list added in it.

[Deepak Ingale1]

Please check what Alikutty has mentioned and even iff still does not work, two possible culprits may be 

1) Query business rule on incident table OR 

2) ACL on incident table 

Note: Please mark appropriate response as correct/helpful

[KKrabbenhoft]

I too need a scoped app with a current user role assigned. We are trying to have users that do not have the role be able to interact with the record field 'additional comments' We tried ACLs to allow users with the public role and an ACL record > table> field 'Additional Comments' ability to read and write. This fails. I suspect it is because the record producer has a visibility role added. 
The use case calls for this role to not be removed. So, My question would be: can I add the role of- Public to the visibility section of the record producer? If I do will users submitting the application from the service portal be allowed to see this in the "My Requests" widget?