I do not understand how the mailto:mailto.approval link works

[Wayne Richmond]

I tried to create some buttons for users to click in the approval email but came across some issues so decided to review the OOTB behaviour. 

The 'Approval Request' notification uses the template 'change.itil.approve.role'...

When I open that, I see the following reference: ${mailto:mailto.approval} I know this refers to the mailto.approval Email Template...

When I open the template, all I see is the Subject set to 'Re:${sysapproval} - approve' and Message HTML field only contains 'Click here to approve ${sysapproval}'. 

However, when I click the link in an email, it adds a Ref watermark to the email body. I CANNOT figure out how it is doing this. Can anyone shed any light on this please?

[Yousaf]

Hi,

Please refer these might me helpful to you.

Watermarks on notification emails

Omit an email notification watermark

Mark Correct or Helpful if it helps.

[Harshad Wagh · Accepted solution]

Its a watermark that get auto added by the system on the notification "Approval Request" so when you reply to that email it will add this watermark which will help ServiceNow to understand which record its related to.

You can validate it by checking the "Omit watermark" button on the notification "Approval Request".

Note:- This setting will disable the email approval for those records.

Thanks

Harshad

[Wayne Richmond]

Thanks Harshad. I created an email notification that had a mail script that generated the buttons. The buttons included href links like this '<a href="mailto:instancename@service-now.com?subject=Re:${sysapproval} - reject">Reject</a>'. However, clicking the link did not include the watermark, despite the fact 'Omit watermark' is not ticked on the notification. So, I'm still confused.

That said, I have amended my link to include body=email.watermark, and it now works as intended. Thanks

[Harshad Wagh]

Cool, glad you got around adding the watermark on your notification.

Have a good one.

Thanks

Harshad