Allow incident watchers to view the status of incidents

Hi @sujit gaikwad -- This query can be built in Creator Studio using our new agentic automation platform  You can build a use case called: “Lookup Incident by Number” 

Within this use case, you can have a couple of actions: 

1. Query the ticket via ServiceNow API e.g: {{snow_url}}/api/now/table/incident?sysparm_query=number=INC0000123&sysparm_display_value=true

2. Check if user is in watch_list. Based on the user querying the ticket you can check the watch_list field on the ticket to see if the user’s ServiceNow’s ID ({{user.external_system_identities.jira_service_desk.external_id}}) or if their email matches up with the value in the watch_list field. If so, then return the record.

Please let your CSM know are interested in the new platform, and we can work on getting you access as soon as we can. 

Hi @neal ,

Thanks for the suggestion; I will check this internally. However, I wanted to understand what impact this will have on the current Concierge skill. For example, will users no longer have the option to add comments, reopen the ticket, or resolve it?
 

On the other hand, could this be incorporated into Concierge itself to reduce duplication?
 

Regards,
Sujit

Hi ​@neal ,

WE have the requirement where business is requesting this to be included as part of “Concierge”. so feature of “Concierge” is available where users are marked under “watchlist”

Regards,

Parth Patel