Watchlist allows you to add people to view the ticket. The following article will go over the different types of Watch Lists and how to use them within ServiceNow.
If you are an agent within ServiceNow, you will be able to add people to an External or Internal Watch List.
External will only get items in the "Additional Comments" field.
Internal will get "Additional Comments" and "Work Notes".
Generally, we only suggest adding non-agents to the External watch list.
When looking at your tickets on the ServiceNow portal, you will see the ability to "Add Watcher". A watcher is somebody who will be cc'd on your ticket. Any time you or your customer service agent reply to your ticket, the people added to the watchlist will be included. You may want to add supervisors, coworkers, or users who may have information on a given topic.
Adding Watch List from customer portal:
Portal Watchlist Widget
|Who is available? Everyone on the user table (inactive or not). This applies to every table.||Who is available? Every user who doesn't have the snc_external role. This usually means agents only. This applies only to the case and case task table. The rest of the tables don't have a reference qualifier and are the same results as the External Watchlist.||Who is available? Only active user's are available to be added on the portal widget. This applies to every record type. These watchlist members are added to the External Watchlist.|
If you still have questions or need additional assistance, please use the 'Contact ServiceNow Team' form.