Connect Chat Replacement - Follow Button

Duncan2
Tera Contributor

‎11-23-2022 07:39 AM

We're looking to switch Next Experience on in the next week, but we have quite a few users who have gotten used to the functionality that the 'Follow' button provides on tickets which is obviously now no longer there following Connect being deprecated.

 

I've looked around the forum and can see there are several options on the Community such as giving Users the ability to toggle Next Experience via a Property to allow individuals to use it still or to use Watchlist/Favorites etc, but I was wondering whether anyone had come up with a way of mimicking the bit which I think our users find most beneficial which is the real time notifications in the chat window (I mean the bit in the image below where there's a number denoting how many updates there have been on followed tickets).

Duncan2_0-1669217533773.png

We're going to propose Favorites to people as the alternative for the moment but this comes with the annoyance of having to click into each record to see if it's been updated and what it was.

 

If anyone's got any proposals/suggestions/workarounds on this then I'd be keen to hear them.

 

Oh, while I'm at it, if anyone from ServiceNow happens to read this, I notice that the Idea of the Follow Button has been submitted several times individually by members of the Community on the Idea Portal and as a result it's possibly fragmented the number of votes each suggestion has got. Any chance those numbers could be counted up to see if it's got enough to make it into the Roadmap? It'd be ace to know it's being worked on because then on Tuesday when we launch Next Experience, I can tell any annoyed Users that this feature is planned for 2023 or something like that.... 🙂

 

Thanks.

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Amanda_Joslin
ServiceNow Employee
ServiceNow Employee

‎11-23-2022 07:58 AM

Hello Duncan2, Thank you for your question. Rest assured our team at ServiceNow does read these questions and we try our best to respond. Yes, Follow is on the roadmap to be released for Sidebar in a future release (Safe Harbor). We would be interested in hearing your feedback on the Next Experience if you would like to provide any feedback, I am happy to schedule a meeting with you.

Duncan2
Tera Contributor
In response to Amanda_Joslin

‎11-23-2022 08:46 AM

Thanks for replying Amanda, and with good news too! This'll certainly make difficult conversations in our organisation a little easier. We don't have any specific feedback as of yet regarding NE as our Users haven't yet been let loose but I'll be sure to consider your invitation if anything pressing comes up as a result of User Feedback as we go live.

Susie W
Tera Expert

‎03-28-2023 07:01 AM

Hello.  The loss of the follow feature is going to be felt in our organisation too.  I was wondering if a workaround would be to tell our fulfillers to add themselves to the watch and worknotes lists and have our admin use the new "create notification" capability to create a notification for anything that would usually trigger an email notification (since the emails are already being generated successfully for users added to the watch list and work notes lists).  But being neither and admin nor developer, I am not sure if that is even possible.  If not, are there any other suggestions for filling the gap left by the loss of the Follow Feature while we wait for it in Sidebar?

(We are using Tokyo and still in the planning phase for rolling out Next Experience although it could be before our Utah upgrade which is pencilled in for September '23 - not sure if that would influence any reply.)

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