Email notification preferences for your service
Customize email notifications to control which email notifications are sent to requesters when a universal request is created. This setting prevents employees from receiving duplicate or inconsistent email notifications.
Before you begin
Role required: admin
About this task
Set up your notification preferences, so that the communications to the requester come from the Universal Request instead of the department ticket, and the links in the communications link back to the Universal Request instead of the department ticket.
Email notifications are usually sent when one of the following activities is performed:
- A universal request is created for a requester.
- Comments are added to the request.
- Resolution is provided for the request.
- Request is closed.
Procedure
Suppress outbound notification for services leveraging Universal Request.
Suppress outbound notification for services leveraging Universal Request
You can configure outbound email notifications to define the emails a requester must receive when a universal request is created. For example, if your service (department) ticket is associated with a universal request, you can customize the notifications to send only the emails that are relevant to the requester.- Use effective number in email subject
Modify the email subject to display the relevant ticket number by using the task effective number. For example, if your service ticket is associated with a universal request, then you must mask the service ticket number and show the UR number.
Parent Topic:Unified ticket experience setting
Related topics
Create universal request automatically for department tickets via other channels
Automatically create universal request from an inbound email
Configure a catalog item or record producer to create a universal request