The Watch List feature allows for adding users that want to keep an eye on a particular workitem to a list within the workitem, all users may view a dashboard containing their "Watch List" and analysts can create searches using their Watch List as a filter.
While an Analyst may add any user to the Watch List it is up to the client to ensure that whomever they add to the Watch List has sufficient SCSM access to open the workitem.
Enable or Disable Watch List Feature
By default the Watch List will be enabled.
If you wish to disable the feature you may update the Settings Item "EnableWatchList" = false.
Watch List on Work Item Forms
This feature is available for both Analyst and End Users.
Analysts may edit the user watch list for the following work items: Incident, Service Request, Change Requests, Problem, Release Record
However, End Users will be able to edit the user watch list only for work items where they are the affected user.
On the related items tab, under the Watch List section, click on add button to add users to the list or click on the remove link to take out users form the list.
Important Note: In order to use the Watch List with custom defined forms you will need to update your forms to include the new definition under Related Items for the Watch List feature. You can find the appropriate syntax by viewing the default defined form templates.
Watch List on Request Offering Form
The option to select users to add to the Watch List is only available with Advanced Request Offerings.
Here are the steps to enable the Watch List selection on an advanced request offering:
- On SCSM console, create or edit an Advanced Request Offering
- On the Layout section, below the page layout and prompt configuration, there is a checkbox option to enable the Watch List on request offering. Once ticked, a new page containing the Watch List user picker option will be appended as the last page.
- Once changes on the console are complete, wait for cache builder to sync the changes.
- Open up the created request offering on the portal. Fill up all the necessary fields on the request offering form until you reach the "WatchList" page.
- On the Watch List page, select users the way you select on a query result control
- Click on save to save the changes.
Watch List Dashboard
If the Watch List is enabled a new navigation node\dashboard will be visible called Watch List, which is denoted by a binocular icon, is added to the left navigation menu. The dashboard is a saved search table widget that references Watch List Query. The Watch List Query can be found under the Search navigation menu and it has the Use Watch List set to true and no other filters applied. It is essentially just showing the logged in user's list.
Important Note: Any modification to the Watch List Query will affect all users who can view the Watch List dashboard.
Watch List with Work Item Search
The WorkItem Search now contains a new Boolean property called Use Watch List. When this is set to true, the search they create will be filtered to the logged in user’s workitems in the Watch List.
Watch List API calls
The API has been updated to include several endpoints that can be used in relation to the watch list feature.
Watch List Notifications (v12+)
To enable Watchlist Notifications, copy the Cireson.Portal.Workflows.dll from the Cireson Portal installation folder to your SCSM Workflow server's installation folder
Then import the Cireson.Portal.Workflows.mpb management pack
Then in Administration -> Settings double click "Cireson - Portal Watchlist Notification Settings" to configure.
Once enabled. Notifications will be sent to Watchlist users any time a public comment is left on an Incident/Service Request