incident_status _emilScript

[yardenKrispel]

Hi, I need help, how do I add an "incident resolved" notification by a link to reopen the incident,
And clicking on the link will change the status to treatment ,  I know I have to do it through here but I can't help, can you help me, how will the code be?

[Tony Chatfield1]

Hi, OOB clicking on a link in an email can take the user to a task\record, but would not 'update' the task remotely,

and there would be some security risk\implications around enabling this type of behavior.
Normal process would be to trigger a response email from the user, and then process the response with an inbound action. The OOB Approval\Rejection process is a good example of this where there are approve\reject options in the email message that trigger response emails with subject lines of approve\reject and these are then processed by an inbound action to update the related sysapproval_approver record,

You just need to recreate the same sort of behavior but on your task table.

Outbound approvals

/now/nav/ui/classic/params/target/sysevent_email_action_list.do%3Fsysparm_query%3Devent_nameLIKEapproval.inserted%26sysparm_first_row%3D1%26sysparm_view%3D

Inbound action

/now/nav/ui/classic/params/target/sysevent_in_email_action.do%3Fsys_id%3Db43ef438c611227100a9aa83fe121dda%26sysparm_record_target%3Dsysevent_in_email_action%26sysparm_record_row%3D1%26sysparm_record_rows%3D1%26sysparm_record_list%3Dtable%253Dsysapproval_approver%255EORDERBYDESCsys_updated_on

[Tai Vu]

Hi @yardenKrispel 

You can achieve it by leveraging Inbound Email Action. Once the recipients replied, we update the associated record.

Let's check the below post, I have captured steps by steps to implement it.

Reopen and Close incident links in the resolved incident email notification

Cheers,

Tai Vu