How to Add Approve/Reject Buttons in Email Notification for RITM Approval?

[tilekarnilesh]

Hi everyone,

I'm working on automating the approval process for RITMs (Request Items) and want to include Approve and Reject buttons directly within the email notification sent to approvers.

So far, I’ve created an email notification triggered when an RITM enters the "Waiting for Approval" state, but I'm unsure how to embed actionable buttons for approval and rejection that update the RITM approval status directly from the email.

Key goals:

Add functional Approve/Reject buttons inside the email.

Ensure action is captured correctly in the RITM approval record.

Avoid using generic script templates unless necessary.

If anyone has already implemented this or can share a clean and working method (mail script, link structure, or built-in feature), it would be a great help!

Thanks in advance!

[Chaitanya ILCR · Accepted solution]

Hi @tilekarnilesh 

check this blog

Approve/Reject button in Approval notification

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[Ankur Bawiskar · Accepted solution]

@tilekarnilesh 

There is already an OOTB email which is sent when approval is requested for RITM, why to create new one?

You can check link shared by @Chaitanya ILCR to see how to include buttons instead of link in approval email.

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

[Chaitanya ILCR · Accepted solution]

Hi @tilekarnilesh 

you can refer code of OOB notification as well
Requested item approval assigned

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[Ankur Bawiskar · Accepted solution]

@tilekarnilesh 

then this is the existing OOTB email notification, make changes to it as per above link

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

[tilekarnilesh]

@Chaitanya ILCR  Help me in 

var instance = gs.getProperty("instance_name");

var link = "https://" + instance + ".service-now.com";

var emailAddress = instance + "@service-now.com";

Is an inbound action needed? Because I couldn't find any inbound action for sc_req_item in my dev instance.

[Chaitanya ILCR]

Hi @tilekarnilesh 

that's for mailto email and body 
when a user clicks on it the email of the instance will be set automatically in the outlook

inbound action is on the approval table right? not on RITM table

so that's fine OOB there is inbound action on approval table this is for that

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[tilekarnilesh]

@Chaitanya ILCR There is no inbound action present for the Approver table either.

[Chaitanya ILCR]

@tilekarnilesh ,

OOB there is one perhaps its disabled in your instance

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[tilekarnilesh]

@Chaitanya ILCR 

need to active this one??