Queue Watchers

A Queue Watcher can be managed by selecting Administrator >> Queues >> Manage System Queues. (To configure the Watchers email, edit a particular Queue and select the Watchers tab).

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.

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

Note: Double clicking the message box will display the HTML Editor allowing a user with no HTML experience to construct the message which is then converted to HTML in the message box.

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

See Also

Queue Overview
Call Watcher Definition and example email
Alert Notification Tags available

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