Watchers

I have configured 3 users into a group and given them watch priveleges as
admin and normal. They are also set up as watchers under the queue, but when
a new ticket is created the scrip doesn’t send out an email, and the ticket
doesn’t list them as watchers. The only watcher listed is the requester. How
do I set up certain users to be watchers for all tickets in the queue by
default??

Thanks for any help
Brad Pinkston
Centenary College of LA
IT Department
bpinksto@centenary.edu

bpinksto@centenary.edu

bpinksto wrote:

I have configured 3 users into a group and given them watch priveleges as
admin and normal. They are also set up as watchers under the queue, but when
a new ticket is created the scrip doesn’t send out an email, and the ticket
doesn’t list them as watchers. The only watcher listed is the requester. How
do I set up certain users to be watchers for all tickets in the queue by
default??

Watchers can be watching tickets without being ticket watchers.
:slight_smile:

If they’re listed as CC or AdminCC for the queue, they’re
implicitly watching the ticket.

What scrips are you expecting to send email to these watchers?

Are you taking into account:

http://fsck.com/rtfm/article.html?id=5#70
http://fsck.com/rtfm/article.html?id=5#73

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

Hello,

Can someone explain the “Watchers” concept to me? If I set a user to be
a watcher for a queue, what happens?

Basically, what we want to do is send an email to a team mailing list
when their queue receives a new ticket. Is the use of watchers the way
to go for this or would a scrip be the way forward?

Many thanks in advance and kind regards,

Stewart
Stewart Tranter
Computing Services
Loughborough University

E: s.g.tranter@lboro.ac.uk
W: http://www.lboro.ac.uk/computing/
T: +44 (0) 1509 223719
F: +44 (0) 1509 223989

Hello!

Can someone explain the “Watchers” concept to me? If I set a user to be
a watcher for a queue, what happens?

A watcher is either a requestor, CC, or AdminCC to all tickets in the
queue. What happens is defined by the scrips which apply to that queue;
generally, it means they get messages some combination of ticket
creation, status change, ownership, correspondence, comments, and
resolution.

Basically, what we want to do is send an email to a team mailing list
when their queue receives a new ticket. Is the use of watchers the way
to go for this or would a scrip be the way forward?

We’ve found it more straightforward to create one RT user per team
member, make a group for the team, add all the RT users to that group,
and set that group as an AdminCC watcher on the team’s queue. This makes
sense as you’re likely expecting team members to individually take
ownership of tickets and act on them, so they’ll need RT logins anyway.

Cheers!

–j
Jim Meyer, Geek at Large purp@acm.org