[rt-users] New ticket does not get queue watcher

[Ken Crocker]

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
LBNL

On 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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