Email Notification Issue

[Andrew Marsh]

Hi all

We use the solution to work as the service desk for tickets for internal IT issues.
I have tested and this works, when I make a comment that's customer viewable users get the email.


We however have users who are choosing to opt out of getting the email notification we don't want them to have this ability, it's already caused a issue with one colleague saying we never messaged them but they have had 5 messages over 6 days with us trying to update them via the ticket.


Is their away to disable users having the ability to opt out of getting messages and enforce anyone who currently has opted out to go back to getting them?

[Marc - Devoteam · Accepted solution]

Hi @Andrew Marsh 

Adjust the customer notification template on the JSM project.

Here you are able to remove the unsubscribe link, this will be inherited by al customer notifications.

Other option, but more advanced is to disable all customer notifications and your automation rules for emails, based on JSM actions.

[Andrew Marsh]

Hi Marc


Didn't think of using automation like that already got it set up to do emails for some stuff, good call I'll get that tested and trialed today.

Thanks for the help