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xFlow adding Watchlist User doesn't appear in ticket activity log

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Article ID: 253775

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Updated On:

Products

CA Service Management - Service Desk Manager

Issue/Introduction

From xFlow interface, when an analyst adds a watchlist for a ticket, we can't see this activity in the ticket activity log...what we can do to add the activity to ticket activity log?

Environment

Release : 17.3

Resolution

This works as designed...that is, when an analyst adds a ticket to his/her watchlist, the ticket's activity log will not show this operation. However, the analyst can view the watchlist tickets easily from the left panel Watchlist stream/node.

The techdoc has this description about watchlist

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/using/xflow-interface/faqs-about-xflow-interface.html

Adding this operation to ticket activity log would need source code change and can be considered as product enhancement. You could submit an idea/enhancement request from community web site

https://community.broadcom.com/enterprisesoftware/communities/community-home/digestviewer?CommunityKey=e2cd3188-49bc-4f38-88f1-74260f56fa66&?tab=digestviewer