Omit an email notification watermark

You can omit watermarks on email notifications if you do not want the instance to match the notification to an existing record.

Before you begin

Role required: admin

About this task

When incoming email does not contain a watermark, the system searches the subject line and message body for an incident number. The system attempts to match any incident number that it finds to an existing incident. If there is a matching incident number, the system updates the incident with the values in the incoming email.

Procedure

  1. Navigate to System Notification > Email > Notifications.
  2. Select the email notification to update.
  3. Click the Advanced View related link.
  4. In the What it will contain section, select the Omit watermark check box.
  5. [Optional] If you want response email messages to generate new incidents, remove the record number ${number} variable from the Subject and Message HTML fields.