How to add button in email notification

[anvitha ash]

Hello,

I need to add a button in email notification triggered to user, button called "Close Request" when user click on the button it should update the RITM record state to "Closed Completed" 

How can I achieve this. Could someone please let me on this 

Thanks in advance 😃 

[Viraj Hudlikar]

Hello @anvitha ash 

To add a "Close Request" button in an email notification that updates the RITM record state to "Closed Completed" when clicked, you can use a combination of email scripts and inbound email actions in ServiceNow.

First, create an email script that generates the text with a link to a custom URL. This URL will trigger an inbound email action to update the RITM state.

email script as below:

(function() {
    var instanceName = gs.getProperty('instance_name');
    var emailLink = instanceName + '.service-now.com/api/now/v1/table/sc_req_item/' + current.sys_id + '?sysparm_action=update&state=3'; // 3 is the value for "Closed Complete"
    template.print('<a href="' + emailLink + '" style="padding: 10px 20px; background-color: #4CAF50; color: white; text-decoration: none; border-radius: 5px;">Close Request</a>');
})();

Then you add the email script to the notification you will be sending to user and in message body you need to put as below 

${mail_script:Close Request Button}

Last will be Create an Inbound Email Action with name as Close Request, for table sc_req_item with type as Reply and condition something as email.subject.indexOf('Close Request') > -1 which checks whether email subject is having word as Close Request and then in script field you will need to put code to update ritm to close when email is process so it will be as below. 

(function runAction(email, email_action, event) {
    var gr = new GlideRecord('sc_req_item');
    if (gr.get(email.instance)) {
        gr.setValue('state', 3); // 3 is the value for "Closed Complete"
        gr.update();
    }
})(email, email_action, event);

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

[anvitha ash]

Hello @Viraj Hudlikar thanks for your response 

In the email Script i have added . Screenshot 

I also need to create one more button "Create Task" on click it should create a task .

There should be two buttons 

1. Close request 

2. Create Task

Close request: close the RITM 

Create Task: to create another task with in the RITM 

[Viraj Hudlikar]

Hello @anvitha ash 

Same process almost.
For create task button email script will be as below 

(function() {
    var instanceName = gs.getProperty('instance_name');
    var emailLink = instanceName + '.service-now.com/api/now/v1/table/sc_task?sysparm_action=insert&parent=' + current.sys_id + '&short_description=New Task for RITM ' + current.number;
    template.print('<a href="' + emailLink + '" style="padding: 10px 20px; background-color: #007BFF; color: white; text-decoration: none; border-radius: 5px;">Create Task</a>');
})();

similarly add the email script to notification we did earlier

${mail_script:Create Task Button}

then inbound action named as Create Task on table sc_task with type as reply and condition as mail.subject.indexOf('Create Task') > -1 and script will be as below

(function runAction(email, email_action, event) {
    var gr = new GlideRecord('sc_task');
    gr.initialize();
    gr.setValue('parent', email.instance);
    gr.setValue('short_description', 'New Task for RITM ' + email.instance);
    gr.insert();
})(email, email_action, event);

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

[Viraj Hudlikar]

@anvitha ash - also one thing I just noticed in your image do copy only code in your email script function rather than copying entire function line which I gave as I skip syntax 😉

In short remove line 4 & 8 from image you shared.