Email scripts button actions

[lalithkumar]

hi everyone ,i just want to create a accept button in email script such that if that button is clicked it should change the state in sc_req_item table  to work in progress and also it should give confirm prompt after clicking in notification 

can anyone help me with this 

[Ankur Bawiskar]

@lalithkumar 

OOTB when approval email goes, there is approve or reject link

User can reply to that email and it will approve or reject the approval. Once approved RITM can move to In progress

You can't have direct have button which when clicked will change the state of RITM and I won't recommend that

2 ways

1) take user to RITM record and allow them to click the state field  (not recommended)

2) take user to portal and let them click a button to move state to in progress

Please discuss the requirement with your customer.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[J Siva]

Hi @lalithkumar 
The record state won't change by simply clicking the accept button on the email notifictaion.
The user must send a reply email to the instnace. Then instance will process the reply email using inbount action.

If you want to create a custom button on the email notification, then you can follow below articles/posts
https://www.servicenow.com/community/itsm-blog/approve-reject-button-in-approval-notification/ba-p/2...

Regards,
Siva

[Robert H]

Hello @lalithkumar ,

Emails cannot contain logic or prompts, only text and links.

You can either put a link to the related RITM in that notification so the users can go there and perform the required activites.

Or you add a link that will open a new email that the user can send to the instance, similar to how email approvals work. Required steps:

1. Create an Email Template, e.g. "ritm.wip", that sets a specific subject, e.g. "RITMxyz - WIP" (see the existing template "mailto.approval" for an example)
2. Add the following link to your Notification: ${mailto:ritm.wip}
3. Create an Inbound Email Action on the sc_req_item table that triggers when an email with the specific subject is received and updates the RITM as needed. See the existing Inbound Email Action "Update Approval Request" for an example.

Regards,

Robert