Skill Group Watchers

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

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 Skill Group Watcher receives an email notification each time the properties of a Call are changed. The email is based on a template known as the ‘Skill Group Watcher Template’. These templates are defined for each Queue. Consequently the email that the Watcher receives is governed by the Queue that the Skill Group is associated with.

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

Skill Group Watcher example email Subject Code

Skill Group Watcher Notification - Ticket Number [CALLID]

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

Skill Group Watcher Notification - Ticket Number 90145.

Skill Group Watcher example email Message Code

<FONT face=Verdana color=#000080 size=2> <HR width="100%" color=#000080 SIZE=1> This is a Skill Group 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 may look like:

This is a Skill Group 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.