Re-Open a closed RITM from Notification Link

[chatsaurav19]

Hi All,

I have a notification as shown below. The requirement is that once the user clicks on the "Click Here" link it should route the user to a mail box and upon clicking the "send" button should create a new RITM with the same variables as the closed one.

Is there a way this can be achieved?

Dear User,

The General Service Management Request RITM0010024 has been completed.

If you would like to reopen this request within the next 7 working days, then Click Here

Please tell us how we did by using one of the below.

Regards,

Saurabh

[Peter Bodelier]

Hi @chatsaurav19 

First of all, I'm glad you're not planning to really reopen the RITM, but creating a new one. However if I look at the process itself, it is strange that you're creating a new RITM as well.

If a RITM hasn't been fulfilled as requested, it should be an incident, not a new RITM to try again.

That being said, take a look at the OOTB approval notifications.
They provide a link which opens a new email, with a predefined text in it.

After receiving the email an inbound action (or Flow with trigger email), can be used to create the RITM (or hopefully incident) based on the email.