My Watchlist

Overview

My Watchlist is a collaboration-focused feature that enables users to stay informed about incidents without directly participating in their resolution. It allows incident callers (end users) and other stakeholders to add specific users as watchers to an incident.

Watchers can be added through:

• The web application interface, or

• Email, by including users in the CC field when creating or responding to an incident-related email

Once added, watchers gain read-only visibility into the incident. They can track updates but are not required (or permitted) to take any action on the incident.

Watchers receive notifications based on incident status changes, as configured in the system using Admin > Infrastructure > Tenant settings. This ensures that stakeholders are informed at key stages of the incident lifecycle without being directly involved in incident handling.

Key Benefits

• Improved stakeholder visibility:
  My Watchlist enables stakeholders to stay informed about incident progress without needing direct involvement.

• Seamless collaboration across Channels:
  Watchers can be added via:

Web application, or

Email (CC field)
This dual-channel approach makes it easy to include stakeholders in the communication flow, regardless of how the incident is created or updated.

• Reduced communication gaps:
  By automatically including CC’d users as watchers, organizations avoid missed updates and ensure consistent communication across teams.

• Non-intrusive participation:
  Watchers can monitor incident progress without impacting workflows or being assigned tasks, maintaining clarity between active responders and passive observers.

New addition of My Watchlist to Role Template

Once users are added as Watchers, to allow users view access for the respective Incidents, you need to assign the Role Template which has My Watchlist view access to respective users. Ensure My Watchlist is present in the Role Template, which you are assigning to the user.My Watchlist menu will be available in role template by default. To provide access to this menu , we have to select the View check box.

To configure Role Template with My Watchlist view access in Role Template, perform the following steps:

1. Log in as an Administrator.

2. Navigate to Admin > Users > Role Template.
   A Role Template list page is displayed.
    Figure: Role Template List

3. Click the Template Name for which you want to configure the My Watchlist.

4. The Role Template menu configuration screen is displayed.

5. Click Incident Management module.
   My Watchlist submenu access has been newly introduced only for Incident Management module only. Using the My Watchlist sub-menu, you can provide View access to the Watchers.  
    Figure: My Watchlist access added to Role Template

6. Select the View check box for My Watchlist sub-menu as shown in the following figure and click Submit.
   Figure: My Watchlist sub-menu with View access Newly added
   

7. The Role Template is updated and saved successfully. You can now assign the Role Template to respective users, to whom you want to give My Watchlist access.

My Watchlist View

The My Watchlist page provides a dedicated view for users who are added as watchers (via CC in email or through the web application). This view ensures that watchers can easily track incidents they are associated with, without mixing them with their own reported incidents.

Note: If user is not assigned My Watchlist View Access through Role Template and if user is still copied in email then the user will get the notification emails based on the Incident status Notification settings configured here, however user will not be able view the screen in the UI, since View access is not provided. Additionally, only incidents that are currently open appear in My Watchlist.

To view the My Watchlist page, newly added for Incident Management, perform the following steps:

1. Log in to the application as a Watcher.

2. Click ITSM > Incident > My Watchlist as shown in the following screen.
    Figure: My Watchlist New sub-menu

3. Once you click My Watchlist, you will see the Incidents for which you have been added as a Watcher either through Web app or through Email.
   An icon to represent, via Web or via Email is also displayed, as shown in the following screen.

Tooltip Behavior

Hovering over the indicator displays a tooltip:

“Via Mail”

“Via Web”

This provides clarity on how the user became associated with the incident.
Figure: My Watchlist New sub-menu

1. Using the Filter icon on the right quick-menu, you can filter the Incidents based on your requirements.
   The My Watchlist page includes filtering capabilities similar to My Incidents:

   1. Caller Filter – Filter incidents by the requester/caller

   2. Status Filter – Filter by incident status (e.g., Open, In Progress)

   3. Date Filters – Filter based on incident creation or update dates

These filters help users quickly locate relevant incidents.

Figure: Filters for My Watchers

1. Click on any one of the Incident ID. As a you are a Watcher, you will get a Read-only view of the Incident and you cannot edit the incident. Hence the Submit button and Quick Actions on the right are disabled.
    Figure: Read-only view of Incident as a Watcher

With My Watchlist, users can:

• Stay informed on relevant incidents

• Track progress without ownership or intervention

• Easily differentiate between their own incidents and watched incidents

Add Watchers

Callers can now add the Watchers to their incidents from Web App or by copying users in email. In the following section, let us see how to add users through the Web app. Adding Watchers to your incidents, will help the watchers to have a read-only view of the respective Incident.

To add watchers to your incidents, perform the following steps:

1. Log in as a Caller to the application.

2. Navigate to ITSM > Incident > My Incidents.
    Figure: My Incidents

3. Click the respective Incident ID for which you want to add the Watchers.
    Figure: My Incidents List page

4. New Sub-menu Watchlist is added to the Quick Actions tool-bar on the right-side
    Figure: New Sub-menu Watchlist added to Incident List page

5. Search for Watcher in the Contact name for the user you want to add. Select and click Submit.
    Figure: Search for Watchers
   

6. Based on the configuration in Admin > Infrastructure > Application Settings, you will be able to search for user and get the result.
   
   Once you go to the Application Settings page, select the check box “Restrict Address Book and CC users based on Logged in User's Customer” to only display users  in the Watchers search box, belonging to the same customer as the user / caller logged in.
   
   If you want the search result in Add Watchers page, to display all the users (for all customers), do not select the check box “Restrict Address Book and CC users based on Logged in User's Customer”. This will display all the users to the caller in Add Watchers search result.
    Figure: Restrict Address Book and CC users based on Logged in User's Customer check box
   

7. After saving the Watchers, a message ‘Watchers saved successfully’ is displayed.
   

8. You can click Watchers and verify the users added as Watchers. After adding Watchers and you click Submit, you will not be able to remove the Watchers. Hence, before submitting the newly added watchers, check and remove the Watchers.
    Figure: Users added as Watchers

The Watchers will be able to view the Incident, if the Role Template with ‘View’ access for Watchers is assigned to the respective user.

Configuration to Receive Notifications

Administrators can also control email notifications for watchers (CC’d users) based on incident status. This ensures that watchers receive only relevant updates while reducing unnecessary email noise.

Notification behavior for watchers is fully configurable using Admin > Infrastructure > Tenant Settings.

Previously Caller meant both the Caller and CC. Now CC’d users (Watchers) notification control has been differentiated.

To control and restrict email notification for Watchers, to receive emails only for specific Incident status, perform the following steps:

1. Log in as Administrator.

2. Navigate to Admin > Infrastructure > Tenant.

3. Select the Tenant and click Incident Management module > Configuration Settings on the right side of the toolbar.

4. Traverse to the Email Notification section, where you will see two options.

   1. Notification for All Status Updates: Click this option if you want email notifications to be sent for all Incident status updates.

   2. Notification for Selected Status Updates: Click this option if you want to send email notifications only for selected specific Incident status updates.
      Example: If you do not want to send Email notifications for New Incident status to the Watchers, disable the CC’d Users for New Status in the last column as shown in the following figure. Disabling a status, will restrict and not send email notifications to Added Watchers.
       Figure: Restricting Email Notifications for specific Incident status