Watch list configuration

Administrators can set up advanced configurations and can troubleshoot watch list issues.

Configure multiple watch lists

An advanced configuration using watch lists involves placing two watch lists on a form, one for the general comments on a task and another for work notes or non-public comments. By configuring separate email notifications, separate users on each watch list can be notified about different information.

Troubleshooting duplicate email notifications

If users on a watch list are getting more than one email for each update to an incident, it can be because other recipients are replying all to an email notification. Recipients may be receiving email through their email system (Outlook, Groupwise, and so on) and through ServiceNow ITSA Suite. To stop this duplication, remove the names of other users from the email or the watch list.