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

[Roode, Eric]

On Monday, September 21, 2009, Ken Crocker wrote:
>
> 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.
 

Thanks for your help.
 
I guess I am unclear on what a Queue CC Watcher is, if it doesn't mean
that the user gets added to newly-created tickets in that queue as a
CC Watcher.
 
I have removed the individual user from the Queue CC Watcher list, and
they are now in there solely as a member of the "overseers" group.
 
What I want is for this user to get notified by e-mail every time a
ticket is created in that queue, and every time a reply is made to any
ticket in that queue, and every time a ticket in that queue is
resolved.
 
I had thought "Queue Watcher" was how to do that.  But it seems that
you're telling me it's not.
 
I have not added, removed, or modified any scrips, site-wide.  When I
call up the "support" queue and click the "Scrips" tab, I see a list
of 11 "Scrips which apply to all queues", which I believe must be the
default out-of-the-box setup.  It includes the following:
 
8   On Comment Notify AdminCcs as Comment with template Admin Comment
9   On Comment Notify Other Recipients as Comment with template
Correspondence
5   On Correspond Notify AdminCcs with template Admin Correspondence
7   On Correspond Notify Other Recipients with template Correspondence
6   On Correspond Notify Requestors and Ccs with template Correspondence
1   On Correspond Open Tickets with template Blank
3   On Create Autoreply To Requestors with template Autoreply
4   On Create Notify AdminCcs with template Transaction
2   On Owner Change Notify Owner with template Transaction
10  On Resolve Notify Requestors with template Resolved
11  On Transaction Extract Subject Tag with template Blank
 
Thanks,
-- Eric