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GUIDE STATUS: 

1. Input into the filter navigator, "Open"
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2.  Under Incident, Click on Open.
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3. Open the incident ticket you wish to modify by clicking on it's number.
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4. Under the incident's Notes, click on the pad lock next to Watch list.
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5. Add the caller's email address into the Enter email address field. Click on the email icon to add the email to the watch list.Image Added
   
   ⚠️CAUTION: Additional comments will be visible to the caller from now on. Keep OIT only information within Work Notes.