New ticket does not get queue watcher

I have a pretty new installation of 3.8.2 here; have done very
little customization to it. I have a queue called “support”. That
queue has a user set up as a Cc: watcher, a fellow whose user id is
"sward". The queue also has a group set up as a Cc: watcher,
“overseers”, which has only one member, sward.

When I create a new ticket in the "support" queue, no e-mail goes to

sward. Also, when you look at the ticket, under the “People” section,
it lists as “Current Watchers” only the requestor, not sward.

What can I check to figure out why sward is not being added to the

Cc watchlist for new tickets in this queue? Thanks in advance.

Eric J. Roode
Senior Enterprise Developer
Barrack, Rodos & Bacine
(215) 963-0600

Eric,

Let me claify a couple things for you:

  1. 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.
  2. Emails do not go out automatically for Queue OR ticket watchers
    unless you have a notification scrip for the desired condition.
  3. 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).
  4. I recommend you remove either the group or “sward” as the Queue 'CC’
    watcher.

Hope this helps.

Kenn
LBNLOn 9/21/2009 9:24 AM, Roode, Eric wrote:

I have a pretty new installation of 3.8.2 here; have done very 

little customization to it. I have a queue called “support”. That
queue has a user set up as a Cc: watcher, a fellow whose user id is
"sward". The queue also has a group set up as a Cc: watcher,
“overseers”, which has only one member, sward.

When I create a new ticket in the "support" queue, no e-mail goes 

to sward. Also, when you look at the ticket, under the "People"
section, it lists as “Current Watchers” only the requestor, not sward.

What can I check to figure out why sward is not being added to the 

Cc watchlist for new tickets in this queue? Thanks in advance.

Eric J. Roode
Senior Enterprise Developer
Barrack, Rodos & Bacine
(215) 963�0600



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Eric,

Let me claify a couple things for you:

  1. 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.
  2. Emails do not go out automatically for Queue OR ticket watchers
    unless you have a notification scrip for the desired condition.
  3. 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).
  4. I recommend you remove either the group or “sward” as the Queue
    ’CC’ watcher.

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
CC Watcher.

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
resolved.

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
Correspondence
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

Thanks,
– Eric

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
CC Watcher.

They will not show in the People part of the Ticket Display, but RT
considers them to be a CC of that ticket for the purpose of
notifications and rights distribution.

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
resolved.

As Kenn noted, you need to create a Scrip, your list below doesn’t
have anything that says On Create Notify Ccs

-kevin

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
CC Watcher.

They will not show in the People part of the Ticket Display, but RT
considers them to be a CC of that ticket for the purpose of
notifications and rights distribution.

Ah, interesting. I figured there would be visual confirmation.

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
resolved.

As Kenn noted, you need to create a Scrip, your list below doesn’t
have anything that says On Create Notify Ccs

Great, adding a couple of scrips got me what I wanted.

Thank you, Kevin and Ken!

– Eric