From Cerberus Helpdesk Wiki

Watchers

To get to Watchers, click on 'helpdesk setup' then the 'Watchers' tab.

Watchers allow your workers to setup notifications (which appear under Home -> Notifications) and e-mail notifications (which will be e-mailed to them) for various criteria.

On the left side, you can change filter criteria, which will allow you to narrow down the list of Watcher filters you see on the right side.

Clicking the Add Watcher Filter button will pop up a panel that will allow you to add a new notification. You shouldn't confuse the text on this button with the filter section below, as this button will actually add a Watcher filter, and the Filters section will only filter existing watchers.

• Filter Name: The name of the filter.
• Worker: The worker this filter is for.
• Disabled: If this box is checked, the watcher filter will be disabled, but it will not be deleted, so you can reactivate it at any time.
• In these mail events: Check the boxes for the events you wish this notification to be applied to.
• If these criteria match: You can select the criteria to match here. If you have read our Group Setup -> Inbox Routing Rule -> If these criteria match Screen-by-Screen article, you should understand how to use this area. If you have not, please read that article, as it covers most of the options here.
• Then perform these actions: You can check the boxes for the actions you wish to perform.
  • Send a worker notification: If this box is checked, a notification will be sent - that notification will appear under 'Home -> Notifications'.
  • Forward e-mail to: If this box is checked, the worker will receive an email for every event that matches the watcher filter.

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