Notification accept or Decline Action

[manasa0590]

Hi ,

We need to create a notification.

Notification Details below:

Hi, (requestor) from has created a new issue. This issue requires your acknowledgement.
The details of the issue are as follows:
Click here to Accept or click here to Decline(Request Add. Info) the issue.
To view the incident details over web, please log into <issue Number hyperlink>

The accept and decline hyperlinks should open the issue record. 

Based on whether user clicks on accept or decline, the status will be set to resolved or declined. 

How to capture the action(decline or accept)?.  both hyperlinks will be opening the issue record for the user?

how to determine whether user has clicked accept or decline.

Kindly suggest some solution 

thank you

Manasa

[Basheer]

Hi @manasa0590 ,

Below links would be helpful for you

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

https://www.servicenow.com/community/now-platform-articles/approval-reject-email-and-its-template-al...

Let me know if you are not able to achieve it event with those links, will provide you the solution according to your requirement.

[Omkar Kumbhar]

Hello @manasa0590 ,

You can create notification and add the hyperlinks in the body of email.

Please find the sample OOB notification below where it has approve and reject you can add the text as Accept and decline. 

Notification link: https://<your PDI instancename>.service-now.com/sysevent_email_action.do?sys_id=aea24ac2c611227101fe910c323fb00e&sysparm_record_list=collectionCONTAINSapprove%5eORDERBYorder&sysparm_record_row=2&sysparm_record_rows=13&sysparm_record_target=sysevent_email_action&sysparm_view=advanced&sysparm_view_forced=true

Next step to update the state of record as resolved or declined. Pease write the inbound email action to achieve this.

Please find the sample inbound email action below

https://<your PDI instance name>.service-now.com/now/nav/ui/classic/params/target/sysevent_in_email_action.do%3Fsys_id%3Db43ef438c611227100a9aa83fe121dda%26sysparm_record_target%3Dsysevent_in_email_action%26sysparm_record_row%3D14%26sysparm_record_rows%3D16%26sysparm_record_list%3DORDERBYorder

[newhand]

@manasa0590 

Not sure if my post is the best practices.

1. create a restapi  for Accetp or Deline( or two apis ).

2. In the email, "Accept" and "Decline" hyperlink refer the  restapi with parameters(as issue number,.. ).
3. when the user clieck the link, restapi will be fired and send to snow instance , your restapi will catch the input  and do the "Accept"  or "Deline" Action.

Here comes a big problem.

Generally ，the restapi needs authentication to run.

but hyper link can't offer the authentication information（at least in my knowledge）.

Althought you can remove the authentication for the restapi，but i think it's a dangerous action....

You can put some  encrypted information to the parameter, such as expiration time .

And validate the  encrypted information on the server side..

all of these need to be managered...