From OTRS 2.1 on, users as for example heads of department can watch certain tickets within the system without processing them by using the TicketWatcher feature.
The TicketWatcher feature can be activated with the configuration parameter Ticket::Watcher . Using Ticket::WatcherGroup one or more user groups with permission to watch tickets can be defined.
TODO: ticket-subscribe.pmg: Screenshots von Ticket-Zoom mit subscribe einfügen
In order to watch a ticket, select the ticket content display and activate the "subscribe" switch in the ticket activities menu.
TODO: ticket-unsubscribe.pmg: Screenshot von TicketZoom mit unsubscribe-Schalter einfügen
Stop watching a ticket by selecting the ticket content display and activating the "unsubscribe" switch in the ticket activities menu.
TODO: watched-tickets.pmg: Screenshot von Notification über "Watched Tickets" einfügen
A list of all watched tickets can be called up via the "Watched Tickets" notification , which is displayed in the upper part of the OTRS user interface as soon as the TicketWatcher feature is activated.