How can I send an email in ServiceHub without notifying the customer?

michaelsuds
Tera Contributor

3 weeks ago

How can I send an email in ServiceHub without notifying the customer?
I’m referring to situations other than using Work Notes, because there are cases where we need to include attachments or screenshots—for example, when sending information to a third party for approvals or review.
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Max Dore
ServiceNow Employee

2 weeks ago

Assuming you mean sending an email when saying notifying the customer:

I just tried attaching a screenshot to the case on the HR Agent Workspace and it did not trigger an email. It appears in the Activities section but has an attachment icon and not the Additional Comments icon. 

Doing this triggers an out of the box notification for you?

 

If by notifying the customer you mean showing attachments in the Activities history of the case then that is a different conversation. Technically, you could play around and make a UI Formatter just for HR Cases that doesn't show attachments ( probably using the default as a template) although I have not seen that implemented from start to end and would not recommend customizing this.

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