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There are several additional mail handler parameters specific to Service Management Processing Strategy.
| Parameter | Description |
|---|---|
| Customer Request Types | Select the Customer Request Type belonging to the Issue Type of the mail handler in the Service Management project. This customer request type will be set in the requests |
| Service Management Comment Visibility | Specify if the handler should always add Internal or Shared with Customers comments or resort to the default behaviour. |
| When Customers are Created | Select the email template to notify newly created customers (if the Service Management is open for public signup). Templates based on the Theme: Service Management Customer Invitation will be listed here. |
| When Participants are Added | Select the email template to notify newly added Request Participants. Templates based on the Theme: Service Management Request Participants Added will be listed here. |
| Unrelated Customers | Specify how to treat cases when a Customer sends email referencing a request which is not shared with the Customer. The handler can process these emails as well or you can specify to create new requests in such cases. |
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