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How to remove default status and participant changes from email notifications

In ticket notifications for status or participant changes, the email notification shows me (Project Lead) as having updated the ticket or changed the Status.

This is incorrect and does not show the actual agent who made the change. Looked at the templates and I don't see this entry at all.

How can I remove it from all ITSM notifications?


1 answer

Hi @kenb,

On the same page where you can access the templates, there's also a list of specific notifications for every type of event. You can edit all of those specific messages as well by clicking the edit link associated with the right event.

I think the ones you are looking for are:

  • participant added
  • organization added
  • customer visible status changed

Just update the text to what you would like to see instead under content:

Screenshot 2021-05-10 at 18.37.24.pngHope this helps! 

Thanks, Walter. Kept digging after I submitted and found the variable that was giving me grief.

First round changes looking great. Appreciate your reply.


Arcimoto, Inc.

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