Email once only on Create

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 :slight_smile:

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

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 :slight_smile:

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