Create a close incident button in email

[tordnordahl]

Hi,

we are looking into making our resolved emails more "friendly", one of the things we are trying to achieve is provide a button the user can click to automatically close the incident like "Yes, this is resolved please close my incident". How can we create this, is there any URL we can create to make the user close the incident without sending them to the portal forcing them to close it but hitting "close" on the webpage?

[tordnordahl]

Hi,

I don't want to take over their email client, I want to create a clickable button that takes them to ServiceNow and automatically close the incident.:)

[Dubz]

OK so you can easily provide them a link to their incident on Service Now. The problem is going to be automatically closing that incident with them just clicking the link. Without changing something on the form there's nothing happening to trigger a business rule. Can't you just provide a button on the form that they can click once they have navigated to the incident using the link?

[tordnordahl]

It seems like the best viable solution would be to point them to a URL that calls an API to close the incident and then loop them back to the service portal.

I'd love to do it directly in the tool though.

// Tord

[Brandon P1]

I know this is an old post but I know that ServiceNow Support has two buttons on there resolved notices when they close a HI ticket that has these buttons. So I assume it is possible just not sure how.