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Users not in the ticketing system yet can be manually created and added as a Requester or Watcher.
1. Open the ticket that you want to update from the ticketing list by clicking on the ticket number.
Note: Ticketing list is the list of all tickets in your queues and can be accessed by Ticket Mgmt -> My Tickets or by Searching for the ticket number in the search field.
2. Scroll down to the Requester or Watcher section
3. Clicker + Create User button
4. Enter the persons email, first name, last name and click Save
5. Now select your created person from the dropdown list