Adding Watch List to Standard Ticket Configuration in ServiceNow

[Ankur Bawiskar]

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:

1. Select your application scope as "Service Portal - Standard Ticket"
2. 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

[magnushedlu]

Hi @Ankur Bawiskar 

Will this fix script also enable users, such as the caller, to add/remove users from the watch list or is it “read only”?

[HUB_RL]

Hi @Ankur Bawiskar I have a similar question as @magnushedlu. Is there a way for a member of the watchlist to "opt-out" once added to the watchlist if added by the ticket submitter? There doesn't seem to be an easy way that I have found to opt-out of notifications sent when you are a member of a watchlist. 

Curious to know if there is an OOTB solution or best practice that others are using for this use case.