Newbie-manager revision

[cjseriy]

Hi!
how is it possible to make some revision of newbie manager?
I suppose the better way is a Watch function.
So is it possible for a "boss-agent" to automatically watch all the tickets only of a certain "newbie-manager" ?
or there is a different way...

[crythias]

You want a default watcher for a ticket owner?

[cjseriy]

Yes, I want a default watcher for all tickets. And may be for a ticket owner if certain agent - "boss" can be set as default owner for all tickets.
I suppose owner of a ticket is different to agent who blocked ticket.

[crythias]

As mentioned elsewhere, you may choose to use "watcher" but that tends to be more manual. Check out this thread: http://forums.otrs.org/viewtopic.php?f=53&p=29778

Short Short: If you want a default watcher, you may want to consider the Owner/Responsible scenario rather than a ticket watcher.
"Owner" may be the "watcher" and "Responsible" may be the one who actually does the ticket.

There's more than one way to do it, and you can use Generic Agents or PostMasterFilters to assist you. http://doc.otrs.org/3.0/en/html/c2201.html http://doc.otrs.org/3.0/en/html/x2224.html

[cjseriy]

Thank you for your answer. But I still cant understand how to solve the task.
Not sure, but as I understood you it is possible to make automatically default "Owner" for all tickets and make default "watcher" for a certain "Owner" also automatically.
In PostMasterFilters I couldnt find these features. In Generic Agents I understood so that it is possible only to make automatically default "Owner" but not "watcher".
This feature is obligatory for me in order to control agent's actions'/messages. And practically is last thing that must be done before transferring from current ticket system to OTRS.

[crythias]

Thank you for your answer. But I still cant understand how to solve the task.
Not sure, but as I understood you it is possible to make automatically default "Owner" for all tickets and make default "watcher" for a certain "Owner" also automatically.
In PostMasterFilters I couldnt find these features. In Generic Agents I understood so that it is possible only to make automatically default "Owner" but not "watcher".

Here's what I'm saying: Because setting a default "Watcher" is a feature that I haven't discovered in OTRS, I suggest to people who desire such a feature to enable the "Responsible" option in SysConfig and utilize the Owner/Responsible method to accomplish, more or less, the same goal. In this manner, the Agent assigned to "Owner" can be the "watcher" and the Agent assigned to "Responsible" can be the one who actually does work on the ticket. Why is this more automatic? You still have to assign both an Owner and a Responsible. However, both entries, when "Responsible" is enabled, are usually shown together when handling a ticket, plus the Owner, as you've discovered, can be automatic for the queue.