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
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.
Jim Meyer, Geek at Large email@example.com