Introduction

This workflow automatically adds all group members as watchers when a new ticket is created from incoming email.

Installation

Navigate to Search » Workflows » (+) » Empty.

Paste the following KATA into the large text box:

workflow:
  name: wgm.email.group_watchers
  version: 2025-07-13T22:13:31Z
  description: Automatically add all group members as watchers for incoming tickets.
  website: https://cerb.ai/workflows/wgm.email.group_watchers/
  requirements:
    cerb_version: >=11.0 <11.2
    cerb_plugins: cerberusweb.core,
records:
  automation_event_listener/listenerMailReceived:
    fields:
      name: Group Watchers
      event_name: mail.received
      priority@int: 100
      is_disabled: 0
      event_kata@raw:
        automation/addGroupWatchers:
          uri: cerb:automation:wgm.email.group_watchers.mailReceived
          disabled@bool: {{not is_new_ticket or not message_ticket_id or not message_ticket_group_id}}
  automation/automationMailReceived:
    fields:
      name: wgm.email.group_watchers.mailReceived
      extension_id: cerb.trigger.mail.received
      description: Add all group members as watchers for new tickets.
      script@raw:
        start:
          outcome/hasTicket:
            if@bool: {{not is_new_ticket or not message_ticket_id or not message_ticket_group_id}}
            then:
              return:
          
          # Add all group members as watchers
          set:
            watcher_links@list:
              {{
                message_ticket_group_members
                |keys
                |map((worker_id) => 'worker:' ~ worker_id)
                |join('\n')
              }}
          
          # Only update if we have group members
          outcome/hasMembers:
            if@bool: {{watcher_links is not empty}}
            then:
              record.update:
                inputs:
                  record_type: ticket
                  record_id: {{message_ticket_id}}
                  fields:
                    links@key: watcher_links
      policy_kata@raw:
        commands:
          record.update:
            deny/type@bool: {{inputs.record_type is not record type ('ticket')}}
            allow@bool: yes

Click the Continue button three times.

You should see output like the following:

Usage

When a new ticket is created from incoming email, all members of the ticket's assigned group will automatically be added as watchers.

This ensures that all team members are notified of new tickets in their group, improving response times and team awareness.

Testing with imported message

You can test this workflow by importing a sample email message. Navigate to Setup » Mail » Incoming » Import Message and paste the following test message:

From: customer@cerb.example
To: support@cerb.example
Subject: Test ticket for group watchers
Message-ID: <test-group-watchers-a1b2c3@cerb.example>

This is a test message to verify that all group members are added as watchers to new tickets.

Please assign this ticket to a group with multiple members to see the workflow in action.

After importing, check the created ticket's watchers to verify that all members of the assigned group have been automatically added.