email template in the service request

[chandan2212]

Hi All ,

{mailto:mailto.btn.rejection},{mailto.btn.rejection)

these two template are used in the service request notification , i have some doubts about these two links

1.wheather clicking these any of the link, it will approve or reject automatically without going to the ServiceNow instance or whether it will be opened the service now where user able to approve the reject the request.

Currently in my instance it is not opening the ServiceNow page where we will approve or reject the request.

Can anyone help me 

Thanks ,

[Ankur Bawiskar]

@chandan2212 

they will have to reply using their mail app (outlook etc)

It won't take directly to the instance.

You can see the same OOTB behavior for approval request email as it has approve and reject email template

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

[chandan2212]

@Ankur Bawiskar : for my understanding , after clicking this link it will automatically approve reject the request via mail app without going to instance page.

Is it correct?

Thanks, and Regards,

Chandan

[Ankur Bawiskar · Accepted solution]

@chandan2212 

they will have to reply to that email from their outlook app, they are not going to the instance page directly.

the email comes to the instance and then inbound email action triggers and it does approve/reject based on what that email subject contains

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