Flow Designer Notification: Change Subject Before Response

[Wasdom_Kung]

Hello,

I am working on an item that requires a response from a user to confirm user details, which works by sending a notification inside flow designer.

We are looking at adding an approve button, that would change the subject of that email to include the word approved, so that it can be read when inbound to ServiceNow and then continue the flow as required from there.

If viable, how would I achieve this?

1. Request logged
2. Notification is sent out

3. Recipient clicks approve which changes subject header and replies to email

   3.1. User responds to email without clicking button for normal dialogue between them and ticket assignee.

4. If changed email received, verifies wait for condition in flow and continues.

[OlaN]

Hi,

It sounds like you should have the flow to wait for a condition to happen, and when the users sends their approval response, have a different flow act on the email, and set a specific value on the record, which fulfills the condition of the first flow.

Hope this makes sense?

[Wasdom_Kung]

Yeah,

So a task would spawn after the inbound email meets the approved criteria, otherwise it wouldn't spawn and would remain in it's current state

[OlaN]

I'm more thinking in the lines like this.

Flow A generates a task, or waits for a specific field update happening on the requested item.

Flow B starts from the response of a user email. it looks for the record (task or otherwise) in Flow A, and updates it according to your needs.

Flow B finishes.

Flow A continues, and is completed as it now has the required data (from Flow B).

[Tai Vu · Accepted solution]

Hi @Wasdom_Kung 

We can pre-define an Email Template for User Response. Refer to the post below for steps by steps.

URL: https://www.servicenow.com/community/developer-forum/reopen-and-close-incident-links-in-the-resolved...

There's also couple of OOTB ones that you can reuse.

URL: https://<instance_name>/sysevent_email_template_list.do?sysparm_query=nameSTARTSWITHmailto%5EnameLIK...

Cheers,

Tai Vu