Watchers

A Case Watcher is a person who wishes to receive an email notification of any changes that occur to Cases related to a specific Team, or Category.

There are four types of Watchers:

Team Watcher	This watcher will receive a Team Watcher notification if there are any changes to Cases within the specified Team that the Watcher is applied. The Team Watcher is applied by selecting Administrator >> Teams >> Manage System Teams >> Watchers >> Enter the email address of the Watcher.
Group Watcher	This Watcher will receive a Group Watcher notification if there are any changes to a Case that has been assigned the specific Functional Area that the Watcher is applied. The Group Watcher is applied by selecting Administrator >> Teams >> Manage System Teams >> Groups >> Click the Watchers button >> Enter the email address of the Watcher.
Case Watcher	This Watcher will receive a Case Watcher notification if there are any changes to a specific Case to which the Watcher has been applied. The Case Watcher is applied by right clicking a Case in the main versaSRS window >> Watchers >> Enter the email address of the Watcher.
New Case Watcher	This Watcher will receive a Case Watcher notification when a New Case is logged within the specified Team. The notification is receieved once upon the Case being logged and doesn not notify of changes that occur on the Case after it is logged. The New Case Watcher is applied by selecting Administrator >> Team >> Manage System Teams >> New Call Watchers >> Enter the email address of the Watcher.

The Case Watcher Templates can be defined in the Team Settings by clicking Administrator >> Teams >> Manage System Teams >> Edit the Team >> Select the Case Templates tab.

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

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

Case Watcher example email Subject Code

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

Case Assignment Alert For Case # 90146.

Case 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 Tag [CALLID], [SUBJECT], [ACTION] and [DETAILS] will all be replaced with the appropriate fields.

See Also

Assigning a Watcher to a Case
Case Overview

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