How do we change the approval link in the notification to point to a different email address

[mon4]

In the notification of our change request, the OOB code includes this:

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<hr/>

${mailto:mailto.approval}.

<hr/>

${mailto:mailto.rejection}

<hr/>

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When the recipient receives the email and clicks on either the approval or rejection link, it opens a reply and assigns the to value to be the value of the this system property: glide.email.user

Unfortunately, that value for our set up does not have the domain and could not have the domain name because of the complications of our internal email system.   The value for our test instance is ubcuit-a-ubctest.   To get this to work, that value should be ubcuit-a-ubctest@mail.ubc.ca   However, changing that property will not make our email work.   Again, due to complications of our internal email setup not owning the domain.   So going that route will definitely not work for us.

I was hoping to know how I can change the behavior of the two links such that instead of using the system property, "glide.email.user", it should use another one.   I was thinking of creating a new system property and assigning the value "ubcuit-a-ubctest@mail.ubc.ca" to it and have the two links use this instead.

Does anyone know where and how   I can change this?   Any help is greatly appreciated.

Thank you very much!

Monette

[Jim Coyne · Accepted solution]

That does not work because the sys_watermark record does not exist yet.   However, you can use "email.watermark" in a mail_script block to get the number - Re: Retrieve Watermark

[mon4]

Thanks for your replies, Jim and Andrew.   I really appreciate the help.

Jim, as for your last reply.   How should I use email.watermark?   Is this what I do.   Please correct me if this is wrong.

<mail_script>    

var watermark = email.watermark;  

<mail_script>  

<hr/>    

<a href="mailto:ubcuit-a-ubctest@mail.ubc.ca?subject=Re:${sysapproval} - approve&body=<mail_script>template.print(watermark);</mail_script>">Click here to approve ${sysapproval}</a>    

<hr/>    

<a href="mailto:ubcuit-a-ubctest@mail.ubc.ca?subject=Re:${sysapproval} - reject&body=<mail_script>template.print(watermark);</mail_script>">Click here to reject ${sysapproval}</a>    

<hr/>    

Many thanks,

Monette

[mon4]

Just an update, I did this and it worked.   Now, my only problem is that it does not get processed when the email is received.   I used to think that it was parsed and processed OOB, but it seems that I need to create a business rule to process the approval/rejection email.   Again, thank you so much to both of you for for all your replies.   Both your answers really helped me resolve the issue.

<mail_script>

var watermark = email.watermark;  

</mail_script>

<hr/>    

<a href="mailto:ubcuit-a-ubctest@mail.ubc.ca?subject=Re:${sysapproval} - approve&body=<mail_script>template.print(watermark);</mail_script>">Click here to approve ${sysapproval}</a>    

<hr/>    

<a href="mailto:ubcuit-a-ubctest@mail.ubc.ca?subject=Re:${sysapproval} - reject&body=<mail_script>template.print(watermark);</mail_script>">Click here to reject ${sysapproval}</a>    

<hr/>  

[limedzeze]

We ended up creating a new business rule to find and replace the faulty email address. In our case, we use an SMTP address that doesn't really exist and we set all notifications Reply-to to the real, functioning address, ie. instance@service-now.com.

The problem is that the approval mailto: links that appear in the body use whatever email address you have set as your SMTP address in System Properties > Email   and there doesn't seem to be a way to actually change those mailto: links. You can change the text that shows up, but not the links (at least not that we have been able to find).

So what we did is this (in Eureka):

New business rule called 'Change mailto to service-now.com' (or whatever email address you are sending to)

Table: Email [sys_email]

Make sure Active and Advanced are checked

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When to run:

When: before (Insert)

Filter Conditions:

Body -- contains -- mailto:bademail@bademail.com

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Actions:

Leave alone

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Advanced:

Condition: current.target_table == 'sysapproval_approver' && current.type == 'send-ready'

Script:

current.body = current.body.replace('mailto:bademail@bademail.com', 'mailto:instance@service-now.com');

Thanks

Liam

[mon4]

Thanks for that reply, Liam.