Queue versus ticket watching?

RT Users
1

I have a naive question: are the watchers for a queue automatically
applied to tickets within that queue? When I open up a ticket the
watcher Cc and AdminCc are typically blank (but the queue has
Cc and AdminCc watchers attached). Does this mean that I have
to explicitly add watchers to each ticket once it has been
received?

Thanks!
Steve Wampler {sbw@tapestry.tucson.az.us}
The gods that smiled upon your birth are laughing now. – fortune cookie

2

Steve Wampler wrote:

I have a naive question: are the watchers for a queue automatically
applied to tickets within that queue?

Yes.

Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

3

Message: 6
Date: Thu, 10 Jul 2003 08:17:33 +1000
From: Phil Homewood pdh@snapgear.com
To: rt-users@lists.fsck.com
Subject: Re: [rt-users] Queue versus ticket watching?

Steve Wampler wrote:

I have a naive question: are the watchers for a queue automatically
applied to tickets within that queue?

Yes.

you’re sure about this?

at least in my rt-2.0.13 they are not ‘applied automatically’.
watchers are only notified if there is a proper scrip-action (e.g. on create
notify watchers with template xy) defined to spit mails at them.

just adding anybody as a watcher to a queue will NOT do the trick.

notice:
this might have changed in rt3.

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andreas

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4

Andreas Wahlfeldt wrote:

I have a naive question: are the watchers for a queue automatically
applied to tickets within that queue?

Yes.

you’re sure about this?

Yes. A Ticket watcher receives the same notification that a Queue
watcher of the same type does.

watchers are only notified if there is a proper scrip-action (e.g. on create
notify watchers with template xy) defined to spit mails at them.

That’s correct. Nobody is ever notified of anything unless a scrip
is configured to do so.[0] If you have a scrip to notify AdminCCs
(for example), it will notify the Ticket AdminCCs and the Queue
AdminCCs. If you have no such scrip, no AdminCCs will be notified.

just adding anybody as a watcher to a queue will NOT do the trick.

That all depends on what trick you’re trying to do, surely…

[0] Well, except for errors, that is. :slight_smile: