How to add custom buttons to compose email?

[Annie10]

Hello,

We've utilized Compose Email to send requests to business owners for their approval prior to deploying the fix to production. Within the email interface, is it feasible to incorporate buttons as depicted in the screenshot below? When the approver clicks either button, it would indicate "I approved this request," thereby providing us with a documented record of their approval.  Thank to all.

I have tried the following link.  It works well in email notification, but not in Compose Email.

https://www.servicenow.com/community/itsm-blog/approve-reject-button-in-approval-notification/ba-p/2...

[Annie10]

Hi @Mark Manders 

Thank you for your suggestion. I understand your perspective that "standard changes are pre-approved by definition." Therefore, it's essential to implement required approvals in normal changes.

Here's the current approval process for normal changes:

1. Approval by the Support Analyst Supervisor
2. Approval by the Supervisor Manager
3. Approval by CAB Meeting Facilitators
4. Approval by CMB Meeting Facilitators

For example, if a report needs its columns rearranged to improve readability without posing risks or affecting systems, it qualifies as a standard change and should not require four layers of approval for this.

As previously mentioned, audits mandate dual approval for all standard change requests, regardless of their nature.

To clarify your implementation suggestion:

Step 1: Create a custom field, such as "Approval."

Step 2: Create a UI Action to initiate an approval record. Once approved by supervisors, update the "Approval" field to "Approved."

Step 3: Use the UI Action again to trigger a second approval record for the business owner's approval. Is this accurate?

Sometimes my inquiries may lack clarity, but I'm eager to learn from your feedback and also from the community.  Thank you so much for helping.

[Mark Manders]

I completely understand you not wanting to have 4 layers of approval on a small change. But the example you are giving 'change a report' isn't a standard change. That's a service request. If you have an audit stating that dual approvals are needed on standard changes, then you don't have standard changes, you have service requests. 

A standard change is a pre-approved, no risk update/change that is to be executed. If it's not pre approved, you have a change or a service request. 

[Annie10]

Hi @Mark Manders 

The process begins with 'changing a report,' which starts with a Service Request. Upon completion of the work, we determine whether to initiate a Standard, Normal or Emergency Change based on the request type.

While we can refer to the ITIL definition as supporting evidence, it does not alter company policy.

I will continue to search for a solution to meet the requirements. 

Thank you once again for your suggestions and advise.