On click button in Email,there should be Pop-up asking for Escalation Reason Input in ServiceNow?

[Tejasr1]

Hi Team,

How can I create a pop-up in Email Notification Content, that prompts users to enter a reason for escalating an incident when they click on the 'Click here to escalate' button? Additionally, how do I save the entered input as work notes in the current incident record upon submission?

What are various ways to achieve this functionality?

For this scenario, I tried to Create client calleable Script include and call it in Email script.But it doesn't show any error?

[Dr Atul G- LNG]

Hi @Tejasr1 

Best way is dont use Popups, on state change to onhold , make onhold reason mandatory and add that in work notes like we have in Incident onhold.

[Tejasr1]

Hi @Dr Atul G- LNG ,
Agree with your solution, but I need pop up functionality.

[Dr Atul G- LNG]

Then you need to bring UI page on UI action and then pass it towork notes. 

[piyushsain]

Hi @Tejasr1 

The popup wont be possible in Emails as the Email platform like outlook wont support ServiceNow Client scripts. What you can do is call a UI Page having a comment box and add the link of UI Page in the email notification button, the button link would have the sys_id and table name of the record