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.
  
  Can anyone please help us on this requirement.
  
  Please find the attachment for reference
  

  
  Thanks 
  Devendar Koduri

[Ankur Bawiskar]

@devendar koduri 

you can't control the click behavior as that happens outside ServiceNow i.e. in Outlook email app etc 

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

[Mark Manders]

The email contains two buttons and both can be clicked. You can't make one not clickable if the other one is used, because you have no control of the email clients the email is being received in. You can't replace it.

However, you can do a check on the logic in ServiceNow after the link is clicked. I am not sure why you want to create an incident after a RITM has not been fulfilled, but that's your logic. You can check to see if the survey was already taken, before the incident is created (not sure what the X does: does it open a record producer, or an email that is handled through an inbound action)? 

The data taken from the X link, should enable you to check on the survey being taken or not. And the creation of the incident should expire the survey.