---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/de-DE/employee-service-management

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Email notification preferences for your service

# Email notification preferences for your service {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

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.

## Vorbereitungen

Role required: admin

## Warum und wann dieser Vorgang ausgeführt wird

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.
{#ur-customize-email-notifcations__ul_yrh_tjx_xmb}

## Prozedur

1. [Suppress outbound notification for services leveraging Universal Request](https://www.servicenow.com/docs/TBgGcwhpEafb6fqKT5_rig "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.").
2. [Use effective number in email subject](https://www.servicenow.com/docs/MS13dTZbYw8x9M9d8dsyFg "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.").
{#ur-customize-email-notifcations__steps_pkz_1l5_msb}
* **[Suppress outbound notification for services leveraging Universal Request](https://www.servicenow.com/docs/TBgGcwhpEafb6fqKT5_rig)**   
  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](https://www.servicenow.com/docs/MS13dTZbYw8x9M9d8dsyFg)**   
  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.

**Zugehörige Konzepte**   

* [Automatically create universal request from an inbound email](https://www.servicenow.com/docs/ZOADSjoQk2DCfCWnHctbwA "Universal requests can be automatically created from the information received by emails. The auto-creation of universal requests enables faster response time and quicker resolution for employees compared to the agents manually creating requests from emails.")  
**Zugehörige Tasks**   

* [Create universal request automatically for department tickets via other channels](https://www.servicenow.com/docs/3eUNDqpdWA4G~cTgGfJLyg "Universal request is not automatically created when a fulfiller or employee creates a department ticket from channels other than the Service Portal or Virtual Agent topics. Create universal request automatically by adding the business rule to the specific service table, such as an Incident or a HR service.")
* [Configure a catalog item or record producer to create a universal request](https://www.servicenow.com/docs/3BVIF~JjlpbPsrBfA0ojSg "Create a universal request along with a requested item or task-based record to provide unified ticketing experience.")