c.Support Community

 I am struggling to find where I can control th estyle of incident notification as in some cases we get notifications that link directly to th eincident and open up the ticket, others have an incident read only type link with an incident update in the email.

Any help appreciated

 If you want to replace the default notifications that go out based upon ticket events, as defined in your SLAs, you'll need to open configuration and then select the custom incident notifications link from within the Notifications sub-section.  This only allows you to replace the content of the message though it sounds like you might have some users who are seeing their email messages as plain text rather than HTML.