Restrict User to select only one Option in Email Survey Notification ( ✅ Resolved / ❌ Not Resolved )

[devendar koduri]

Hi All,

I have a requirement related to the Email Survey Notification in ServiceNow.

When a ticket is marked fulfilled, the user receives an email like this:

✅ (Resolved) – Clicking should open the survey questions page.
❌ (Not Resolved) – Clicking should create a new incident.

My requirement:

• The user should be able to click only one option.

• If the user clicks ✅ first, they should not be able to click ❌ afterward.

• If the user clicks ❌ first, they should not be able to click ✅ afterward.
  
  Please find the attachment for reference.
  
  

  

[Ankur Bawiskar]

@devendar koduri 

you can't control anything in the email which goes as the processing happens outside ServiceNow mostly in email client such as Outlook etc.

But if user replies multiple times on same record you can try to restrict the update via your existing inbound action.

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