Cookbook/Watchers
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[edit] Watchers
Watchers allows you to setup notifications (which appear under 'Home' -> 'Notifications') and e-mail notifications. To get to watchers, click 'Helpdesk Setup' then the 'Watchers' tab, or click on 'my account' then the 'Watchers' tab.
[edit] E-mail Notifications Watcher Recipe
In this recipe, we will setup an e-mail notification watcher filter which will notify you of all incoming tickets. To start, click on 'Add Watcher Filter'. This can be expanded to fit your direct needs, and we cover a couple other examples below.
As we only want to capture incoming mail, we've only checked the box for 'Incoming' here.
We've also set this filter to match all ticket groups.
As we want to send an e-mail, we've checked the 'Forward e-mail to' checkbox. Normal notifications add a counter
[edit] Outbound Monitor Watcher Recipe
In this recipe, we will setup a watcher filter that will allow you to monitor all outgoing communications sent by your workers.
As you can see, we've set this filter on outgoing mail. Otherwise, the options are the same as the E-mail notification recipe above.
Again, the actions are the same as the above recipe.
[edit] Emergency Support Group Watcher Recipe
In this recipe, we will setup a watcher filter that will allow you to monitor all incoming tickets from organizations (or addresses) that have purchased Emergency Support. This recipe assumes you have followed the Emergency Support Group Cookbook Recipe. At the very least, you should have a custom field for emergency support on organizations (or addresses) setup. This example uses the Organization custom field.
As you can see, we've selected to match all organizations that have emergency support. If you have an address custom field, you will need to select 'Sender address' instead of 'Sender organization'.
[edit] SLA Watcher Recipe
In this recipe, we will be setting up a watcher filter that will allow you to keep track of all incoming messages for an Organization that has signed up for an SLA. In this case, we only want to monitor messages received over the weekend.
