ServiceNow: Add Yourself and Others to the Watch List

The Watch list option allows people to subscribe or be subscribed to notifications on the activity for a particular incident record. University and non-University email addresses can be added. List members receive a notification email whenever the record is updated. This article describes the steps for adding or removing yourself or others to the Watch list. Add any people to the Watch list you feel should be notified when a ticket is updated. Some situations require adding specific people to a Watch list:

  • Flag for Service Director describes when to add a Service Director, on-duty supervisor, zone lead, or any process manager to the Watch list.
  • Incident Model: General Incident Model describes when to add the Incident Process Manager to the Watch list when using the General Incident Model. Note: You need to be signed in to ServiceNow for this link to work.

Adding yourself to the Watch List

  1. Find and open the ticket. See Search for Incidents, Requests, or Knowledge and Manage Lists.
  2. Click the Add me icon next to the Watch list field. Your name will appear in the Watch list field.
    Incident form with arrow pointing to the Add me icon next to the Watch list (SN Users only) field.

Adding other people to the Watch List

  1. Find and open the ticket. See Search for Incidents, Requests, or Knowledge and Manage Lists.
  2. Click the Edit Watch list icon. This unlocks the Watch list field.
    Portion of an incident form with arrow pointing to the Edit Watch list (SN Users only) icon.

  3. Type a username (or name) in the search box. The name of the person or a list of possible people will appear.
    Watch list search box with sample username entered.

  4. Press Enter or click the name and it will move up into the Watch list field.
  5. Repeat steps 3 and 4 to add others as needed.
  6. Click the Lock icon Lock icon. to close the Watch list field.

Adding non-University email addresses to the Watch List

  1. Find and open the ticket. See Search for Incidents, Requests, or Knowledge and Manage Lists.
  2. Click the Edit Watch list icon. This unlocks the Watch list field.
    Portion of an incident form with arrow pointing to the Edit Watch list (SN Users only) icon.

  3. Type the non-University address in the Enter email address field.
    Watch list box expanded with sample email in Enter email address field.
  4. Press Enter or click the name and it will move up into the Watch list field.
  5. Repeat steps 3 and 4 to add others as needed.
  6. Click the Lock icon Lock icon. to close the Watch list field.

Removing people from the Watch List

  1. Find and open the ticket. See Search for Incident, Requests, or Knowledge and Manage Lists.
  2. Click the Edit Watch list icon. This unlocks the Watch list field.
    Portion of an incident form with arrow pointing to the Edit Watch list (SN Users only) icon.

  3. Select the name of the person you want to remove in the Watch list.
  4. Click the Remove selected item icon to the right of the Watch list. The name is removed.
    Arrow pointing to Remove selected item icon next to Watch list box.
  5. Remove others as needed.
    Note: Use the Shift or Ctrl key to select multiple names.
  6. Click the Lock icon Lock icon. to close the Watch list field.