This documentation supports the 21.3 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.

Monitoring specific incidents

The Watch List provides a separate area where you can place particular records that you want to monitor. You can use the Watch List to track an incident request record throughout its lifecycle, even if it is reassigned to a group that you do not belong to. After you add an incident request record to the Watch List, it stays there until you remove it. The following table describes how to add and remove records from the Watch List. 

Action

Note

View the Watch List

From the Show list in the Navigation pane, click Watch List.

show watchlist.PNG

Return to the Incidents table

From the Show list in the Navigation pane, run one of the searches.

Add records

  1. From the Incidents table, select the record to add.
  2. Click Add to Watch List.
    Add watchlist.png

You can access the incident record from the Incidents table, even if you add the incident to the Watch List.

Remove records

  1. From the Watch List table, select the record to remove.
  2. Click Remove From Watch List.
    The record is removed from the Watch List. It is not removed from the database.

When you are viewing the Watch List, the Company and Filter By fields at the top of the Incident Management console are disabled.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*