Hi Lynn,
If you want the user to automatically be put on the watchlist - rather than have the incidents assigned to her - you'll can do this painlessly with a trigger.
To set the trigger up, you'll want to go to Configure->Services->[SERVICENAME]->Triggers and set up your criteria to look like the below:
In order to have her notified of each incident that comes in for each service that she would like, you'll want to do the above for each individual service. If you'd prefer to add this user to the watchlist for *all* services, you can do so by going to Configure->Account Wide Settings->Triggers.
Here's a little more about setting up triggers and the neat things you can do with them:
http://support.citrixonline.com/en_US... I hope that helps!
