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

1. Suppress outbound notification for services leveraging Universal Request.
2. Use effective number in email subject.

• 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.

Related concepts

• Automatically create universal request from an inbound email

Related tasks

• Create universal request automatically for department tickets via other channels
• Configure a catalog item or record producer to create a universal request