Add approval link on RITM Notification

[Jessica28]

Hello,

Currently, we send out email notification at ritm level where we can captures specific variable in the email body. We would like to use the same notification, but add a clickable approval link on RITM email notification if that is possible.

Thank you

[Saurav11]

Hello,

If you want to approve/reject on one click please use the below post:-

https://snprotips.com/blog/2016/1/29/approve-or-reject-with-a-single-click

If you want to redirect to approval page please use the below link:-

https://www.servicenow.com/community/itsm-forum/mail-script-that-provide-ritm-hyperlinks-from-approv...

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[Jessica28]

Hi @Saurav11,

I was following the second instruction, but I could not get it to work, because the link is not showing up in email notification.  

[Saurav11]

For the link to show up in the notification you need to call the email script in the notification with the below syntax:-

${mail_script:nameoftheemailscript} 

For more information please see the below article;-

https://developer.servicenow.com/dev.do#!/learn/learning-plans/utah/new_to_servicenow/app_store_lear...

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[Vamsi G]

Hello Jessica ,Yes, it's possible to add a clickable approval link to your Request Item (RITM) email notifications.

Determine the Approval Link URL: First, you'll need to determine the URL for the approval link. This link will typically point to a specific page or form within your ITSM tool where the approval action can be taken. The URL will usually include parameters that identify the RITM or request in question.

Modify the Email Template: Access the email notification template for your RITMs within your ITSM tool. This is where you can make changes to the email content.

Insert the Approval Link: In the email template, add a hyperlink that includes the approval link URL. You can typically use HTML or a similar markup language to create the link.

Here's an example of HTML code for a clickable link:

 <a href="YOUR_APPROVAL_LINK_URL">Click here to approve</a>

Replace YOUR_APPROVAL_LINK_URL with the actual URL you determined in step 1.

Include Relevant Variables: If you want to include specific variables in the email body, make sure to add placeholders or merge fields in the email template that will be replaced with the appropriate values when the email is sent out. The exact method for including variables will depend on your ITSM tool.

Test the Email: Before deploying this change in a production environment, thoroughly test the email notification to ensure that the approval link works as expected and that any variables are correctly replaced with their values.

Deploy the Changes: Once you're satisfied with the testing, deploy the modified email template in your ITSM tool. Make sure that it's associated with the appropriate workflow or notification trigger for RITMs.

Monitor and Maintain: After deployment, monitor the email notifications to ensure they continue to work correctly. If there are any updates or changes to your ITSM tool, make sure to review and update the email templates as needed.

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