Queue Watchers

A Queue Watcher is a person who wishes to receive email notification of any changes that occur for Calls within a specific Queue.

A Watcher does not have to be a user of the system and is defined by an email address. Eg a Manager at a remote site without access to the Help Desk or an employee/administrator overseas with access to an email account.

A Queue Watcher receives an email notification each time the properties of a Call are changed. The email is based on a template known as the ‘Queue Watcher Template’. These templates are defined for each Queue.

The Queue Watcher Template is defined by a Subject and a Message. An example is given below:

Queue Watcher example email Subject Code

Queue Watcher Notification - Ticket Number [CALLID].

Note: in the example above, if the Call Number was 90145, the Alert Notification Tag [CALLID] will be replaced with the appropriate Call number, resulting in an email subject line that may look like this:.

Queue Watcher Notification - Ticket Number 90145.

Queue Watcher example email Message Code

<FONT face=Verdana color=#000080 size=2> <HR width="100%" color=#000080 SIZE=1> This is a Queue Watcher Notification sent by VersaSRS. Please do not reply to this email.<BR> <HR width="100%" color=#000080 SIZE=1> <TABLE class="default" id=TicketTracker style="BORDER-COLLAPSE: collapse" borderColor=#111111 cellSpacing=0 cellPadding=2 width="100%" border=0> <TBODY> <TR> <TD noWrap width=60><FONT face=Verdana color=#000080 size=2>Ticket:</FONT></TD> <TD width="87%"><FONT face=Verdana color=#000080 size=2>[CALLID]</FONT></TD></TR> <TR> <TD noWrap width=60><FONT face=Verdana color=#000080 size=2>Action:</FONT></TD> <TD width="87%"><FONT face=Verdana color=#000080 size=2>[ACTION]</FONT></TD></TR> <TR> <TD noWrap width=60><FONT face=Verdana color=#000080 size=2>Details:</FONT></TD> <TD width="87%"><FONT face=Verdana color=#000080 size=2>[DETAILS]</FONT></TD></TR></TBODY></TABLE> <P>To view the call details, <A href="http://localhost/versasrs/printcall.aspx?callid=[CALLID]" target=_blank>click here</A>. </P> <HR width="100%" color=#000080 SIZE=1> </FONT>

Note: in the example above, the Alert Notification Tags [CALLID], [ACTION] and [DETAILS] will all be replaced with the appropriate fields, so the resultant email would look like:

This is a Queue Watcher Notification sent by VersaSRS. Please do not reply to this email.

Ticket:	90145
Action:	CALL_DUE_DATE_CHANGE
Details:	The Call's Due Date has been updated from 2/05/2003 8:01:00 AM to 2/06/2003 8:01:00 AM

To view the call details, click here.