How can I hide Related Search Results (Knowledge Base) in Incidents

[christophosterm]

Dear all,

Does somebody know how I can hide Related Search Results (see first screenshot below) in emails which are being sent to the caller?

The notification is called "Incident opened for me" and the template it uses is "incident.itil.role" (see second screenshot below).

Thanks for your help.

Kind regards,

Christoph

[Kalaiarasan Pus]

Screenshot?

[christophosterm]

Sorry, seems that copy and paste did not work ...

[ginesdoleratorm · Accepted solution]

Hi Christoph,

Please make sure you are referencing the right template in the notification. The template and the email content you show in the screenshot do not match, so it seems to me that the notification "incident opened for me" has not set the template "incident.itil.role" in the Email template field.

Note that, by default, the template incident.itil.role, includes the line

<div>${mail_script:cxs_EmailSearchResults}</div>

which shows the results of the contextual search, so removing this line from the message in the template should hide the related search result.

Please also make sure you don't have any message in the Message HTML field in the "incident opened for me" notification, as this message overrides the message in the template.

[christophosterm]

Hi Genes,

Thank you very much!

You are right, I mixed up the templates, the one used by the notification is "incident.ess.role".

Have a nice day!

Best regards,

Christoph