Team Watchers
A Team Watcher can be managed by selecting Administrator >> Teams >> Manage System Teams. (To configure the Watchers email, edit a particular Team and select the Watchers tab).
A Team Watcher is a person who wishes to receive email notification of any changes that occur for Cases within a specific Team.
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 Team Watcher receives an email notification each time the properties of a Case are changed. The email is based on a template known as the 'Team Watcher Template'. These templates are defined for each Team.
The Team Watcher Template is defined by a Subject and a Message. An example is given below:
Team Watcher example email Subject Code.
Team Watcher Notification - Ticket Number [CALLID].
Note: in the example above, if the Case Number was 90145, the Alert Notification Tag [CALLID] will be replaced with the appropriate Case number, resulting in an email subject line that may look like this:
Team Watcher Notification - Case Number 90145.
Team 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.
VersaDev Support - Team Watcher Notification
Case Number: [CALLID]
Subject: [SUBJECT]
Action:
[ACTION]
Details:
[DETAILS]
This is a notification email sent by versaSRS. Please do not reply to this email.
Note: in the example above, the Alert Notification Tags [CALLID], [SUBJECT], [ACTION] and [DETAILS] will all be replaced with the appropriate fields.