Watchlist, Customer Comments, and Intended Use Cases

[benitsm]

Hi All,

I realize this is somewhat of a broad question, but we're trying to discern how ServiceNow expects large organizations to handle incidents. The out-of-the-box watchlist allows users to simply view the original caller's task ticket, but not comment on it. However, in any multi-national company, work generally is accomplished in a follow-the-sun model. This scenario would seem to require that a user on the watchlist be able to comment on, not just view, the incident. For example:

• I am located in the US (with team members located across the world) and I file an incident ticket with the corporate Active Directory Administrators who are located in Bangalore.
• The AD administrators respond to the ticket during their workday which is in the middle of the night in US.
• The AD administrators need additional information from our team to resolve the incident.
• My colleague who works in Bangalore needs to be able to provide the information that the AD administrators require.

How are your organizations handling this type of arrangement? In my mind, this isn't a corner case, but would happen in almost any large enterprise. Having my team on the watchlist with only view rights to the incident would seem to be an incredible impediment to operational agility.

I'd value any perspectives from the community, as I'm having difficulty understanding how the platform was intended to work at scale. Thanks for your help with this question!

[aeb5468]

What would be the condition for this? I have "Watch list contains " and I don't know what to put in the field to have it be watch list members for the ACL.

[Deepak Ingale1]

Hi Ben and Dimitar,

I would suggest to get in touch with your account manager. He would be able to clarify on this.

With my last engament, if I remember correctly, users with roles only treated as licensed users, user with no role is simply self service user without any license cost.

ServiceNow in recent time has changed the licensing model, so it be always better to directly check with account manager.

[mitzaka]

Yes, I guess we are going down that path. In the end the question we need to know is 'can you comment on any ticket and still be a no-role user'.

Thanks for your replies!

[benitsm]

I think we're finding that it's really critical to check with your account manager and your contract when changing what a user with no role can accomplish in the system. I'm hoping that in the future SNow implements some mechanism which will detect and warn about compliance issues. At the moment, role simply doesn't appear to be adequate as a tracking mechanism.