Forum Discussion

Jessica McCarth's avatar
Jessica McCarth
New Member
8 years ago

Automatically loading watchlist on service desk tickets.

Can you set up a company so that multiple customers are automatically included in the watchlist? We have one client that wants several of their staff to be included in ALL tickets and updates. It's hard to communication that information to our technicians so that they always include everyone.
Question
  • AshC's avatar
    AshC
    Retired GoTo Contributor
    8 years ago
    Hi Jessica,
    While Service Desk cannot trigger for anyone other than your company's technicians, there may be a workaround you can try:  Create a forwarding rule while at the same time carbon copying your own clients on the trigger notification, which would then need to send over to the SD service address -----  which will automatically recognize the copied parties, and create the incident with those people on the watchlist.