Often, we need to add a Watch list to the standard ticket configuration. However, out-of-the-box (OOB) this isn't allowed due to the business rule "Allow only whitelist fields for Header" Since this business rule is read-only, we cannot disable it.
Approach:
You can set or append the watch_list field to the existing standard ticket configuration record and update it via a fix script with setWorkflow(false). This approach skips the OOB business rule during the update.
Steps to Follow:
- Select your application scope as "Service Portal - Standard Ticket"
- Create a fix script, use the following code, and run it:
var rec = new GlideRecord('ticket_configuration');
rec.get('33ad80e787f10010e0ef0cf888cb0b87'); // sysId of the standard ticket config record
rec.info_fields = rec.info_fields + ',' + 'watch_list';
rec.setWorkflow(false);
rec.update();
Output: Watch list added to the incident standard ticket config record and the outcome in portal
