Is it possible to have emails sent from ServiceNow require and receive a Read Receipt or similar verification that an email from an HR Case was received and opened?

[jrusso]

I am being asked if it is possible to request a read receipt when we send emails from HR Case. In searching previous posts, it doesn't look possible, but the posts are somewhat older. I am wondering if this is now possible. If not, has anyone figured a good alternate solution to verifying that an employee received the email from the HR Case/ticket?

[Filipe Cruz]

Hello jrusso,

That is not possible.
Please refer to this community thread talking about that:

https://community.servicenow.com/community?id=community_question&sys_id=0e0a8369db5cdbc01dcaf3231f96...

You have the possibility to set a rule in Exchange server for all mails sent your from a specific address, request a read receipt. And then, when the answer comes, that goes into servicenow and needs to be processed with an inbound action.
If won't be easy to identify the origin of that receipt since it will not contain any watermark to identify the record in the system. But you can try to do it by using the subject of the email.

Hope this helps!

Please, don't forget to mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!

Best Regards,

Filipe Cruz

[Ivar Donado]

Just loving the way the OP explained that the only threads he has found about this are pretty old and then he gets an aswer referring them to the same 6 years old thread that he probably already read (thus why he mentioned it in the question).

[Dima Lazarchuk]

Hello All.

We developed an app that allows tracking email openings.

This is the very first release so your feedback is highly appreciated.

[Sean Duryea]

Hi, I'm using Email Tracking. I love how it works. Besides support reps are very responsive.