Hi Andrew,
It can get confusing.
Queue watchers don't appear on tickets because they are not associated with
the ticket, just the queue. If they were added to the ticket, then they
would stay with it when it moves to another queue (where they may not be
watchers). Watchers that are assigned to tickets stay with the ticket
regardless where it ends up.
When a transaction generates an e-mail to watchers, it should go to all
queue watchers for the queue that it's in plus any watchers assigned to
that ticket. There are exceptions (generally the person who creates a
transaction doesn't get notified of it, even if she's a watcher, because
she should already know about it), but mostly that's how it works.
You can't tell who the queue watchers are by looking at a ticket.
Regards,
Gene
At 05:40 AM 5/1/2008, andrew fay wrote:
I am trying to add watchers to queues so that if an email comes in to a
certain queue the watcher will be notified about it and copied in to each
response etc.. I have added a watcher to a queue and but the ticket
has no watcher by default for some reason ?
I have set the user to have watch and watchasadmincc rights
also i have set the user to watch the queue as admincc and watcher and it
still doesn't add it to the tickets,
any help would be great,
cheers
andy
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