Micro Focus Expert
Micro Focus Expert
66 views

(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.

Labels (1)
0 Likes
0 Replies
The opinions expressed above are the personal opinions of the authors, not of Micro Focus. By using this site, you accept the Terms of Use and Rules of Participation. Certain versions of content ("Material") accessible here may contain branding from Hewlett-Packard Company (now HP Inc.) and Hewlett Packard Enterprise Company. As of September 1, 2017, the Material is now offered by Micro Focus, a separately owned and operated company. Any reference to the HP and Hewlett Packard Enterprise/HPE marks is historical in nature, and the HP and Hewlett Packard Enterprise/HPE marks are the property of their respective owners.