How to reopen the resolved incident from email notification

shabbir5
Tera Guru

‎12-13-2022 07:19 AM

Hi All ,

we have an OOB notification , that will send when an incident is resolved 

Among with that we want to send a button or link ,called "Reopen incident"

once user click that button from his outlook , then that incident state should be moved to "in progress"

please let me know if you have any inputs on this requirement

Thank you,

Shabbir Shaik

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2 REPLIES 2

Community Alums
Not applicable

‎12-13-2022 07:22 AM

Hi @shabbir5 ,

You have this Article with Steps to configure : https://www.servicenow.com/community/now-platform-articles/reopen-incident-button-on-service-portal-...

 

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shabbir5
Tera Guru
In response to Community Alums

‎12-13-2022 09:08 PM

Hi Sanddep ,

it helps , but my requirement is when i click on "take me to the incident" , i don't want to redirect to service portal

and the button name should be "reopen incident" , when user clicks then automatically the incident state should be moved to "in progress" 

please let me know if you have any inputs

Thank you,

Shabbir

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