(SM) Support Tip: How to prevent automatic emails from being sent when selecting Visible To Customer

When updating a Service Manager ticket and selecting Visible To Customer an email is automatically generated and sent to the specified contact for that ticket/record. The steps below will disable the automatic sending of emails when choosing Visible To Customer. 

1. Login to Service Manager as System Admin

2. Go Database Manager > ScriptLibrary

3. Search for and access the following ScriptLibrary record: RequestUtil

4. Location the following code: var visbletoCusTemplateName = "RM Visible to Customer notification";

5. Comment the line of code so it looks like this: //var visbletoCusTemplateName = "RM Visible to Customer notification";

6. Save RequestUtil

Emails will no longer be generated when selecting Visible To Customer.

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