[rt-users] email once only on Create

[Stephen Turner]

At Wednesday 5/11/2005 02:19 PM, Pei Ku wrote:
>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?

Pei,

On the scrip that sends email to your Ccs on ticket creation, you can use a 
template that adds Cc: pager-email-address under the subject header.

(Oddly enough if I tried adding the Cc line above the Subject line, RT hung 
when I created a ticket and it tried to process the scrip)

Steve