Watchers

Video Tutorial

Overview

A Watcher is a person who wishes to receive an email notification for any updates that occur to a Record (Case, Problem, or RFC) within a specific Team or Skill Group.
A Watcher does not have to be a versaSRS User, the notifications can be configured to send to any valid email address e.g. a manager at a remote site without access to the application or an employee/administrator overseas with access to an email account.

There are four types of Watcher:

Watcher	Description
Team Watcher	This Watcher will receive a Team Watcher notification if there are any changes to a Case within the specified Team that the Watcher is assigned
Skill Group Watcher	This Watcher will receive a Skill Group Watcher notification if there are any changes to a Case that has been designated to the specific Skill Group that the Watcher is assigned
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 assigned
New Case Watcher	This Watcher will receive a Case Watcher notification when a new Case is logged within the specified Team that the Watcher is assigned

The Watcher Notification Templates are configured in the Team Settings. These templates define the notification message that will be sent when a Watcher Notification is triggered. The Team Settings can be accessed by selecting the Manage Teams icon from the versaSpinner - Administrators tab.

When Editing a Team, within the Case Templates tab there are three Watcher Notification Templates that can be set, "New Case Watcher" notifications are defined in the Case Watchers section.

Double clicking on the message box will display the HTML Editor where the Template can be designed.
System Tags can be used to display dynamic content about the Case, in the example below, the Tags [CALLID], [PROBLEM], [CALLSTATUS], [AUDITLOGSUBJECT], [AUDITLOGACTIONNAME], [AUDITLOGACTION], and [AUDITLOGDETAILS] will all be replaced with the appropriate details from the Case.

The Watcher Notifications can also be configured to be sent out based on custom triggers.
To configure the triggers for Watcher Notifications Edit a Team and click the Notifications tab to display the Watcher Trigger configuration. The Action Type column represents all of the different Actions that can be performed on a Record.
Ticking the 'Enable' checkbox for an Action will result in a Watcher Notification being sent when that Action occurs on the corresponding Record. Separate Notification Templates (Update Templates) can be assigned to each Action Type allowing for a fully customisable notification system.