Ticket Watchlist Overview

Use this screen to manage watchlists. The ticket watchlists overview screen is available from the organizer via the glasses icon.

Manage Watchlists

To add a watchlist:

  1. Click on the plus icon in the breadcrumb bar.
  2. Fill in the required field.
  3. Click on the Save button.

To export the ticket list from a watchlist:

  1. Click on the export button in the Actions column of a watchlist.
  2. Select the export format.
  3. Click on the Download File button.
  4. Save the file somewhere in the file system.

To edit a watchlist:

  1. Click on the edit button in the Actions column of a watchlist.
  2. Modify the field.
  3. Click on the Save button.

To change the watchlist owner:

  1. Click on the person icon in the Actions column of a watchlist.
  2. Select an agent from the list.
  3. Click on the Save button.

Warning

The original owner agent will not have access to the watchlist anymore.

To assign deputies to a watchlist:

  1. Click on the police badge icon in the Actions column of a watchlist.
  2. Select deputy agents from the list.
  3. Click on the Save button.

To delete a watchlist:

  1. Click on the trash icon in the Actions column of a watchlist.
  2. Click on the Yes button in the confirmation dialog.

Tickets can be added to the watchlist or removed from the watchlist in the Tickets screen.

Watchlist Settings

The following settings are available when adding or editing this resource. The fields marked with an asterisk are mandatory.

Name *
The name of this resource. Any type of characters can be entered to this field including uppercase letters and spaces. The name will be displayed in the overview table.
Color *
The color associated to the watchlist. This color will be displayed in the ticket detail view when a whatchlist is selected for the ticket.
Notify On

Select the events that will trigger a notification.

New Agent Article
Select, if the watchlist owner should be notified, when an agent adds a note to a ticket added to the watchlist.
New Customer Article
Select, if the watchlist owner should be notified, when a customer user creates an article in the external interface.
New Owner
Select, if the watchlist owner should be notified, when a ticket added to the watchlist has a new owner.
New Queue
Select, if the watchlist owner should be notified, when a ticket added to the watchlist has been moved to an other queue.
New State
Select, if the watchlist owner should be notified, when a state is changed for a ticket added to the watchlist.
Target States

Notifications for status changes are only being sent if the new status matches the configured destination status.

If the New State notification above is selected, this field becomes mandatory.

Watchlist owners and their deputies can configure the notifications separately. The configuration of the destination status is only allowed for the watchlist owner and therefore also affects the deputies.

Notifications are not being sent to the agent who triggered the action.

See also

The content of the notifications can be edited in the ticket detail view when the ticket is assigned to a watchlist. See the Tickets chapter for more details.