On Mon, Sep 21, 2009 at 02:14:20PM -0400, Roode, Eric wrote: > On Monday, September 21, 2009, Ken Crocker wrote: > 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.
They will not show in the People part of the Ticket Display, but RT considers them to be a CC of that ticket for the purpose of notifications and rights distribution. > 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. As Kenn noted, you need to create a Scrip, your list below doesn't have anything that says On Create Notify Ccs -kevin > 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 > _______________________________________________ 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
