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Service Portal - interaction from a second user

Juan Gaytan
Tera Contributor

‎01-08-2025 02:21 PM

Hi there, I would like to know if is it possible that a second user interact with a RITM or INC,  from service portal?. This second user is diferent from the user that create de original RITM or INC?? maybe adding a widget like watch list??

Does anyone have a similar case?

 

I'll aprecciate your support

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2 REPLIES 2

Dr Atul G- LNG
Tera Patron

‎01-08-2025 02:57 PM

Hi @Juan

 

2nd use means who raised on someone's behalf? If yes, then no, the RITM and INC only visible only to the user for whom the incident/ RITM has been logged.

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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Juan Gaytan
Tera Contributor
In response to Dr Atul G- LNG

‎01-09-2025 07:47 AM

Thank you, Atul. I have a widget that adds another user to the watch list for viewing INC/RITM. Only user 1 needs to add users to this watch list. I am thinking that if I modify the widget, the second user could write in the ticket conversation.

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