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Eric,<br>
<br>
Let me claify a couple things for you:<br>
<br>
1) A <i><b>Queue</b></i> 'CC' Watcher is not the same as a 'CC' <i><b>Ticket
</b></i>watcher. Having "sward" as the <i><b>Queue</b></i> 'CC'
watcher will<b> NOT</b> get him/her put onto all tickets in that queue
as a <i><b>Ticket</b></i> 'CC' watcher. Also, you don't need that user
in both anyway. Just get your notifications set up correctly.<br>
2) Emails do not go out automatically for Queue <b>OR</b> ticket
watchers unless you have a notification scrip for the desired condition.<br>
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).<br>
4) I recommend you remove either the group or "sward" as the Queue 'CC'
watcher.<br>
<br>
Hope this helps.<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 9/21/2009 9:24 AM, Roode, Eric wrote:
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<div><font face="Verdana" size="2"><span class="182112016-21092009">
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.</span></font></div>
<div><font face="Verdana" size="2"><span class="182112016-21092009"></span></font> </div>
<div><font face="Verdana" size="2"><span class="182112016-21092009">
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.</span></font></div>
<div><font face="Verdana" size="2"><span class="182112016-21092009"></span></font> </div>
<div><font face="Verdana" size="2"><span class="182112016-21092009">
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.</span></font></div>
<!-- Converted from text/plain format -->
<p align="left"><font color="#800000" face="Verdana" size="2">Eric J.
Roode<br>
</font><font color="#800000" face="Verdana" size="2">Senior
Enterprise Developer<br>
Barrack, Rodos & Bacine<br>
(215) 963–0600<br>
</font></p>
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