[rt-users] email once only on Create

[Pei Ku]

Here is the scenario:

I want to set up a RT queue called "Production Emergency Issues".   The intended use is this: when there is a problem with our customer-facing production web site, whoever inside the company who first noticed  the issue will create a ticket in this queue.  The 'cc' members of the queue consist of both technical folks managing the production systems and the business folks that the customers screamed at :-)

The behavior I'd like to have with the queue is this: on Create, in addition to sending an email to the 'cc' folks (this action is taken care of by one of the default scrips), I also want RT to send the same email to the 'pager' email address.  But subsequent Replies/Comments on the ticket should only go to the 'cc' folks, not the 'pager' email address.

Can you point me the way on how I might set up this customization?

thanks

Pei