Let me claify a couple things for you:
- A Queue ‘CC’ Watcher is not the same as a ‘CC’ Ticket
watcher. Having “sward” as the Queue ‘CC’ watcher will NOT get
him/her put onto all tickets in that queue as a Ticket 'CC’
watcher. Also, you don’t need that user in both anyway. Just get
your notifications set up correctly.
- Emails do not go out automatically for Queue OR ticket watchers
unless you have a notification scrip for the desired condition.
- If you create a notification scrip for the Queue ‘CC’ Watchers,
“sward” is going to get 2 emails exactly alike. This is because you
have him a a Queue watcher twice (individually AND in a group).
- I recommend you remove either the group or “sward” as the Queue
Thanks for your help.
I guess I am unclear on what a Queue CC Watcher is, if it doesn’t mean
that the user gets added to newly-created tickets in that queue as a
I have removed the individual user from the Queue CC Watcher list, and
they are now in there solely as a member of the “overseers” group.
What I want is for this user to get notified by e-mail every time a
ticket is created in that queue, and every time a reply is made to any
ticket in that queue, and every time a ticket in that queue is
I had thought “Queue Watcher” was how to do that. But it seems that
you’re telling me it’s not.
I have not added, removed, or modified any scrips, site-wide. When I
call up the “support” queue and click the “Scrips” tab, I see a list
of 11 “Scrips which apply to all queues”, which I believe must be the
default out-of-the-box setup. It includes the following:
8 On Comment Notify AdminCcs as Comment with template Admin Comment
9 On Comment Notify Other Recipients as Comment with template
5 On Correspond Notify AdminCcs with template Admin Correspondence
7 On Correspond Notify Other Recipients with template Correspondence
6 On Correspond Notify Requestors and Ccs with template Correspondence
1 On Correspond Open Tickets with template Blank
3 On Create Autoreply To Requestors with template Autoreply
4 On Create Notify AdminCcs with template Transaction
2 On Owner Change Notify Owner with template Transaction
10 On Resolve Notify Requestors with template Resolved
11 On Transaction Extract Subject Tag with template Blank