hyperlink when clicked create a new mail in outlook

[Xhare]

Hi Servicenow Community,

How can I achieve a requirement where, when a hyperlink is clicked, it opens a new email, and the response is captured in the Additional Comments or Work Notes in Sctask or RITM?

For example, the user responds to the email with:
"Yes, the issue is resolved." or
"No, the issue is not resolved."

Example below hyperlink that when clicked it will open a new mail in outlook.

  

[Omkar Kumbhar]

@Xhare 

Please check out this below link

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

modify the notification email script for both approve and reject.

[Ankur Bawiskar]

@Xhare 

this happens in the OOTB Approval email on sysapproval_approver table

you can use the same logic.

where are you stuck?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[J Siva]

Hi @Xhare 
Check the below posts and enhance as required.
https://www.servicenow.com/community/hrsd-forum/notification-email-script-how-to-add-pre-populated-e...

https://www.servicenow.com/community/united-kingdom-snug/how-do-i-make-e-mail-updates-update-work-no...

Regards,
Siva

[kaushal_snow]

Hi @Xhare ,

Use a hyperlink in the email (e.g. mailto or portal link) to initiate a reply, and configure an inbound email action with a script that reads email.body_text and writes it into work_notes or comments on the respective SCTask or RITM record.

Try checking notification email script and Inbound email, might be some issue in that as well.