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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