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

[Karthik Reddy T]

in the mail   script u can write current.state ='2'// State number and try

[shaik_irfan]

Karthik,

It wont work since i tried the same earlier if you look at the same thread first or second reply with my screenshot, Later Chuck suggest to remove current.state & current..udpate(); since it updates once the email is sent.

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.

Correct Answer

--Chuck Tomasi

[Karthik Reddy T]

So create an ui action when click on that incident has to reopen