Re: [rt-users] WATCHERS

2008-05-01 Thread Kenneth Crocker 
Andrew,


Gene is right, it CAN get confusing, especially when you are just 
starting. For example, the "Watch" and "WatchAsAdminCc" rights have 
NOTHING to do with getting email notifications. They allow a person to 
ADD that kind of watcher to a ticket as a seperate privilege from 
"ModfiyTicket". Let's say you are a "requestor" and the only rights the 
Administrator wants "Requestors" to have (globally) is "CreateTicket", 
"SeeQueue", "ShowTicket", ReplyToTicket". Although the first 3 have to 
do with creating and "Seeing" your OWN ticket, the last one allows you 
to respond to a notification from RT and have your response added to the 
ticket history. You cannot modify the ticket in any other way. The 
"Watch" rights have to do with allowing that person (in this case a 
"Requestor") to "ADD" a watcher to their own ticket so that IF (that's a 
big if) there is a scrip for notifying OTHERS with correspondence, then 
the person they add will ALSO get a copy of any email correspondence. 
Let's say you wanted a team member to get a copy, or your boss, when 
normally they are not a watcher for tickets in a particular queue. This 
right let's the "Requestor" (or whomever has this right) to add someone 
to the list of email recipients PROVIDING there is a scrip that will be 
triggered to notify them.
Your situation sounds like you need to go to the queue basics page and 
add a watcher there AND be sure you have a notification scrip in play 
(globally or for that queue) that will "Notify AdminCc" or "Notify Cc's" 
On Correspondence. That may be a lot of email, but, "you da boss". Hope 
this helps.

Kenn
LBNL

On 5/1/2008 5:40 AM, 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
> 
> 
> 
> Invite your Facebook friends to Messenger! Get Started! 
> 
> 
> 
> 
> 
> ___
> 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

Re: [rt-users] WATCHERS

2008-05-01 Thread Gene LeDuc 

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


--
Invite your Facebook friends to Messenger! Get Started!
___
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



--
Gene LeDuc, GSEC
Security Analyst
San Diego State University ___
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

[rt-users] WATCHERS

2008-05-01 Thread andrew fay 

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

_
Win Indiana Jones prizes with Live Search
http://clk.atdmt.com/UKM/go/msnnkmgl001002ukm/direct/01/___
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