Support for bulk management of Watchers list

ioa's Avatar

ioa

11 May, 2018 12:11 PM

We would like to see bulk management added to the Watchers screen. A problem that occurs with the given tools can be described like this:

  • We need a queue that alerts multiple people of a ticket, like "High Priority". That means setting up multiple staff members to be subscribed to this queue.
  • When a ticket is added to the queue, each staff member is added as a watcher.
  • With some uses, like high priority, or a "help requested" type queue, the main intent is to notify everyone of help being needed, but once one person claims the ticket, nobody else really needs to be constantly tuned in to all of the subsequent responses.
  • The "nice" way of dealing with it then is to, after claiming the ticket, go through and remove the other staff members from the watchers list.

And that gets to be a problem when you have a dozen or so people that need to be removed. The whole problem could be solved with a few checkboxes and a submit button.

Or do you have a better idea for this kind of blanket notification + first come first serve type application of the system?

  1. Support Staff 1 Posted by Courtenay on 11 May, 2018 07:53 PM

    Courtenay's Avatar

    have you tried removing the discussion from the queue? :)

  2. 2 Posted by ioa on 11 May, 2018 08:03 PM

    ioa's Avatar

    > have you tried removing the discussion from the queue? :)

    I did a long time ago and it didn't work, so I haven't tried recently.
    Does that now remove everyone that hasn't contributed to the ticket?

  3. Support Staff 3 Posted by Courtenay on 11 May, 2018 08:09 PM

    Courtenay's Avatar

    if you manually add watchers, they will not be removed. but if you are only using the queue mechanism they should no longer be listed once the discussion is removed from the queue.

  4. brandi closed this discussion on 15 May, 2018 11:12 PM.

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