Customer notification: Customer-visible status changed with comments

Question

Hello

We are currently building our ITSM. For our customer notifications we either get "comments added" or "status changed" emails, but can we do it 2 in 1?

In the status changed email should also be the comments added to it.

It might be confusing getting so many notifications without a context.

Is there any solutions? Ive tried it with an automation but

1.) the "customer notification" template isnt in it

2.) my automation doesnt send any notification

Thank you!

NGO_vdftmh · Answer

This is not good..

We have differen situations where only one is needed or both, so we cant disable a notification..

Samuel Gatica _ServiceRocket_ · Answer

Hi @NGO

To my knowledge, JSM Customer Notifications cannot be sent in batches. However, you have the option to enable or disable notifications that are deemed unnecessary.

Best regards

Sam