How to Manage Ticket Watchers?

Managing watchers allows adding or removing operators who will receive notifications about all changes in the ticket. Watchers are not responsible for the ticket, but they are always informed of events.

When Needed

  • You need to add operators who should be informed of ticket events.
  • You need to remove a watcher who no longer needs notifications.
  • You need to quickly add yourself as a watcher to track the ticket.

What's Important to Know

  • Watchers — operators who receive notifications about all changes in the ticket.
  • Assignee vs watcher — assignee operator is responsible for resolving the ticket, watchers only receive notifications.
  • Quick addition — you can quickly add yourself as a watcher through the eye icon.

Prerequisites

  • You are logged in with operator or supervisor rights.
  • You have an open ticket whose watchers need to be managed.

Step-by-Step Instructions

1. Open Ticket

  1. In the OperatorLine module, find the needed ticket in the chat list.
  2. Click on the ticket to open it.

2. View Current Watchers

  1. In the right details panel, find the "Watchers" section.
  2. View the list of current watchers (if any).
  3. Next to the watcher count, there may be an eye icon — this is the watcher indicator.

3. Add Watcher

  1. In the right details panel, find the "Add Watchers" or "Add" button near the watchers section.
  2. Click the button — a dialog window with operator search opens.
  3. Find the needed operator:
    • Enter name or email in the search field.
    • Or select from the list of available operators.
  4. Click on the operator to add them to the watchers list.
  5. Repeat for other operators if needed.
  6. Click the "Save" or "Add" button in the dialog window.
  7. The operator is added to the watchers list and receives a notification about addition.

4. Quickly Add Yourself as Watcher

  1. In the right details panel, find the eye icon near the watcher count.
  2. Click the icon — you are automatically added to the watchers list.
  3. The icon changes color or appearance to show that you are a watcher.

5. Remove Watcher

  1. In the right details panel, find the "Watchers" section.
  2. Click the "Edit" or "Manage Watchers" button.
  3. In the dialog window, find the watcher to remove.
  4. Click the "Delete" button (cross icon) near the watcher's name.
  5. Confirm deletion if needed.
  6. Click the "Save" button in the dialog window.
  7. The watcher is removed from the list and no longer receives notifications.

What Happens After

Changes are applied to the ticket:

  • Added watchers receive notifications about addition and all subsequent changes in the ticket.
  • Removed watchers no longer receive notifications about changes.
  • All changes are saved in ticket logs.

How to Verify It Worked

  • Check that watchers display in the right details panel.
  • If you added yourself, check that the eye icon changed appearance.
  • View ticket logs to make sure changes are recorded.

Important Notes

  • 🔔 Notifications: Watchers receive notifications about all changes in the ticket (priority change, assignee change, status change, message additions, etc.).
  • 👁️ Quick Addition: You can quickly add yourself as a watcher through the eye icon — this is convenient for tracking important tickets.
  • 📝 Logs: All watcher changes are saved in ticket history.