Emails Notifications

[lbinghamone]

Hello Team,

Hi have a unique from a client. Has anyone been able create an email notification, which will allow an enduser to "edit" the email once its sent to them or the team? Have client who wants their email editible after it's been sent.

[AndersBGS]

hi @lbinghamone ,

what do you mean by it should be editable when?

[lbinghamone]

Thank you for you response. I  am getting updated information and then I will come back this question

[sagnicdas]

Hi @lbinghamone ,

Try the steps below .. May be it will workout for you.

In Servicenow , once an email is sent, it is a static document in the recipient's inbox and cannot be edited directly within the email client due to the nature of standard email protocols (SMTP).

However, you can achieve the "editable" experience for 2026 by using Outlook Actionable Messages or Microsoft 365 integrations. This allows users to modify data or take actions directly within the email body that instantly update the corresponding record in ServiceNow.

Recommended Solutions

1. Outlook Actionable Messages (The "In-Email Edit" Feel)

This is the closest solution to making an email "editable." It embeds a card in the email that can contain text fields, dropdowns, or buttons.

• How it works: You send an adaptive card via email. The user can type into fields (e.g., updating a "Description" or "Work Notes") directly in Outlook and click "Submit".
• Result: The data is pushed back to the ServiceNow record, effectively "editing" the content associated with that notification without the user leaving their inbox.

2. ServiceNow Add-in for Microsoft Outlook

If the requirement is for the user to edit a draft or a record while viewing an email, use the official ServiceNow Add-in for Microsoft Outlook.

• Setup: Enable the com.snc.office_addin plugin and install the manifest in Outlook.
• Benefit: A side panel opens in Outlook, allowing the user to edit the ServiceNow record (Incident, Problem, Story, etc.) while looking at the email. Any changes made in the panel are reflected in ServiceNow immediately.

3. Inbound Email Actions (The "Reply to Edit" Method)

This is a standard OOB method where users "edit" the content by replying to the email.

• Configuration: Set up an Inbound Email Action on the target table (e.g., Incident).
• Logic: When the user replies, the system parses the body of their reply and updates a specific field in the record.
• Usage: You can include a link or a specific prefix (e.g., "New Description: [Type Here]") in the notification to guide the user on what to edit.

4. Hybrid Notification with Redirect

If the client strictly wants a "Full Edit" experience, use a Notification Email Script to provide a direct "Edit This Information" button.

• Scripting: Use ${mail_script:edit_record_link} to generate a URL that takes the user directly to a specific view or a simplified Service Portal page where only the requested fields are editable.
• Benefit: This ensures data integrity by having the user edit the record in a controlled environment while giving them a one-click transition from the email.
  
  If you find it helpful please give it a thumps up.
  
  Regards,
  
  Sagnic