Here is the use case:
Customer e-mails in, ticket is assigned to a particular agent. Another agent sees the ticket and adds a comment to assist the assigned agent. We would like to auto-add the non-assigned Agent commenting on the ticket, so when further activity takes place by the Assigned agent (or customer) they automatically receive updates relating to the ticket they helped assist with. They have 'an interest' in ticket once they comment or reply to it.
This could easily be done by adding "Event Performing Agent" to the "Add Watcher" option in Observer as:
When
Agent = Any
And
Reply Is Sent or Note is Added = Type (any)
Perform
Add Watcher = Event Performing Agent
This will then ensure the 'helping' agent also receives future updates automatically on any ticket they have assisted on and can choose to remove themselves if they wish.
Currently, you can do all of the above, but Add Watcher = Named Agent Only. This is not dynamic and can only be a fixed value.
