Through the Workflow Automator, we have the ability to add watchers but we do not have the ability to remove watchers.
For some background, all service items that require approval for our organization get sent to an Automation Agent Group until the request has been approved or rejected. The reason behind this is that our organization has accepted that IT will not work on items without the approval when approval is required so we use our Automation Agent Group as a triage space since some of our request items have true automation through web requests to fulfil the request. The gap we have is that often times, the approver responds to the request with questions that will drive their approval decision and no one regularly monitors the requests pending approval.
Since there is an Action in the WFA to add a watcher, our idea was to build a custom object that will identify who the IT Business Partner for each department is and add them as a watcher to field any questions for requests coming from their respective teams while it’s pending approval. Once an approval decision has been received, we’d like to remove them as watchers so they aren’t receiving unneeded notifications.
We would love the ability to either remove individual watchers or all watchers through the WFA so that after the Approval Status changes from Requested, we can update appropriately.
