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?