Watch list members unable to change the state of the ticket

[Mike42]

We have internal users who are being added to the Watch List of an incident/problem/change tickets. The issue is once they're on a watch list they are looking to have the ability to change the state of the ticket but are unable to. The current work around is they are having to remove themselves from the watch list, edit the state, then place themselves back on the watch list. Is this a bug or a feature? Is there any way that the people on the watch list can update the state or other fields of the ticket or is it strictly a "watch" list?

[Community Alums]

Hi Mike,

You will have to do something like this using ACLs, just change the name of the field :

first you need to have the security_admin role.

If you already have click your profile on the top and click elevate roles:

After that check check the security_admin into the popup and click ok:

and go to incident -> right click the header -> tables -> on the bottom create new ACL:

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Mike42]

Thank you, it seems like it's something that's possible but not recommended, so I think I will let those asking know that it's not something that is advisable. I appreciate the response on how it would be done though. 

[Maik Skoddow]

Hi Mike

I absolutely cannot recommend changing the ACLs to allow a user on watch list to change the incidents.

Apart from breaking ITIL best practices and existing OOTB  functionalities, you also can get a license issue.

Basically users on watch list are requestors and thus do not consume a fulfiller license. But with allowing requestors changing the incident they become fulfillers and consume a license.

So be careful and get informed first before doing such a critical change!

Kind regards
Maik

[Mike42]

Thank you, I was looking for an answer along these lines of whether or not it was possible or something that should be avoided. I'll relay this information along, thanks.