---
title: Email notification preferences for your service
description: Customize email notifications to control which email notifications are sent to requesters when a universal request is created. This setting prevents employees from receiving duplicate or inconsistent email notifications.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/universal-request-for-hr-service-delivery/ur-customize-email-notifcations.html
release: australia
product: Universal Request for HR Service Delivery
classification: universal-request-for-hr-service-delivery
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Unified ticket experience setting, Configure service to use Universal Request, Setting up and configuring Universal Request, Universal Request, Employee Service Management]
---

# Email notification preferences for your service

Customize email notifications to control which email notifications are sent to requesters when a universal request is created. This setting prevents employees from receiving duplicate or inconsistent email notifications.

## Before you begin

Role required: admin

## About this task

Set up your notification preferences, so that the communications to the requester come from the Universal Request instead of the department ticket, and the links in the communications link back to the Universal Request instead of the department ticket.

Email notifications are usually sent when one of the following activities is performed:

-   A universal request is created for a requester.
-   Comments are added to the request.
-   Resolution is provided for the request.
-   Request is closed.

## Procedure

1.  [Suppress outbound notification for services leveraging Universal Request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/universal-request-for-hr-service-delivery/ur-service-suppress-out-notification.md).

2.  [Use effective number in email subject](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/universal-request-for-hr-service-delivery/ur-service-mask-use-effective-number.md).


-   **[Suppress outbound notification for services leveraging Universal Request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/universal-request-for-hr-service-delivery/ur-service-suppress-out-notification.md)**  
You can configure outbound email notifications to define the emails a requester must receive when a universal request is created. For example, if your service \(department\) ticket is associated with a universal request, you can customize the notifications to send only the emails that are relevant to the requester.
-   **[Use effective number in email subject](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/universal-request-for-hr-service-delivery/ur-service-mask-use-effective-number.md)**  
Modify the email subject to display the relevant ticket number by using the task effective number. For example, if your service ticket is associated with a universal request, then you must mask the service ticket number and show the UR number.

**Parent Topic:**[Unified ticket experience setting](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/universal-request-for-hr-service-delivery/unified-ticket-experience.md)

**Related topics**  


[Create universal request automatically for department tickets via other channels]()

[Automatically create universal request from an inbound email]()

[Configure a catalog item or record producer to create a universal request]()