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 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [email protected] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
