How to create a link in Email notification to reopen resolved incident

[shaik_irfan]

Hello Everyone,

We have a requirement where i need to create a link "Please click here if your incident is not resolved" whenever user clicks on the link Resolved incident should be Re-open.

Please advice.. Been trying since 1 week but unable to resolve this can anyone please help me out ?

sharique amlanpal

[venkatiyer1]

Hi Shaik,

I hope you have an inbound action to reopen the incident. Also, when the user clicks on Please click here if your incident is not resolved, are you opening another email to send back to the instance?   What kind of error are you currently facing? Please give some more insight into it.

[Chuck Tomasi]

Hi Shaik,

You can use a mailto: reference to send a return message. Then you need an inbound email action to recognize and process that message to take the appropriate action (re-open the related message.) A good example to follow is approvals. They use the mailto option all the time.

If you're looking for a single href (click and re-open), don't. It will take you to the system and make the user login if they are unauthenticated. That's not the best experience. People often ask for "single click approval" or "single click re-open". You need some sort of way to say "This is the person doing this" which the email inbound action will do with the From address.

http://wiki.servicenow.com/index.php?title=Inbound_Email_Actions

[shaik_irfan]

Chcuk,

Below are the thinks which i implemented so far which nothing worked for me:

Below is the notification script:

Below is the name called in Notification:

When i press resolve incident and when i refresh the incident list when i open the ticket again it is again in Inprogress state

[Chuck Tomasi]

I don't think you want to put the current.state='1' and current.update() in the mail script. That would mean the state is changed when the mail is sent (if it works at all.) Don't you want to change the state when the user clicks the link?

Take that out and see if the link works. You can validate it's a valid link by going to System Mailboxes> Sent and view the HTML of that message to see what was constructed.

Be aware that if the user clicking the link is not authenticated, he will have to authenticate first.