//Create a policy to action on approve and reject button
Open or Create a policy: Navigate to System Policy -> Email > Inbound Action
Click on New button
Name: Approve/Reject
Target table: Incident
Action type: Record Action //you can use your required table an action type
Navigate below tab one by one and save your record
When to run
Type: Reply
//you can use your exe order, condition, roles or leave as it is
Description
//Email inbound for incident table
Actions
//Email inbound code
(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {
// Implement email action here
if (current.state == "1") { //incident state New
if (email.subject.indexof("approve") >= 0)
current.state = "2"; //incident state In Progress
current.update();
if (email.subject.indexof("reject") >= 0)
current.state = "8"; //incident state Cancelled
curre.update();
}
})(current, event, email, logger, classifier);
//Upload approval images
Upload or create images: Navigate to System UI -> Images
Click on New button
Select Category say General
Name:Approve_REQ.png //don't forget to add image file type like .jpg, .bmp, .gif, .png etc
Image: Click to add...
Repeat the steps to upload Reject_REQ.png image
//create 2 (approve and reject) Notifications Email Scripts
Open or Create a Notification: Navigate to System Notifications -> Email > Notifications Email Scripts
//Approve button code
(function runMailScript(/* GlideRecord */ current, /* TemplatePrinter */ template,
/* Optional EmailOutbound */ email, /* Optional GlideRecord */ email_action,
/* Optional GlideRecord */ event) {
// Initialize reusable variables
//var mailPic = template.evaluate('<img src="Approve_REQ.png" width="150" height="70"/>');
var mailPic = "/Approve_REQ.png";
var mailResponse = "approve";
var mailBody = "Request is approved";
// Instantiate the Script Include class
var mailGenerator = new ApproveRejectMail();
// Generate the mailto link
var mailLink = mailGenerator.generateMailLink(mailPic, mailResponse, mailBody);
// Output the link to the email template
template.print(mailLink);
})(current, template, email, email_action, event);
//Reject button code
(function runMailScript(/* GlideRecord */ current, /* TemplatePrinter */ template,
/* Optional EmailOutbound */ email, /* Optional GlideRecord */ email_action,
/* Optional GlideRecord */ event) {
// Initialize reusable variables
//var mailPic = template.evaluate('<img src="Reject_REQ.png" width="150" height="70"/>');
var mailPic = "/Reject_REQ.png";
var mailResponse = "reject";
var mailBody = "Request is rejected";
// Instantiate the Script Include class
var mailGenerator = new ApproveRejectMail();
// Generate the mailto link
var mailLink = mailGenerator.generateMailLink(mailPic, mailResponse, mailBody);
// Output the link to the email template
template.print(mailLink);
})(current, template, email, email_action, event);
//create Notifications mail to add approve and reject mail script
Open or Create a Notification: Navigate to System Notifications -> Email > Notifications
Name: Approver Response
Table: Incident
Category: say Uncategorized //you can use your required table an category
Navigate below tab one by one and save your notification
When to send
Send When: Record inserted or updated
Updated:Checked
Conditions:
Assignment group is Prod Config OR
Assignment group changes to Prod Config //you can use your support group
Who receives
Users: say System Administrator
Users/Groups in fields: //define as required or leave as it is
Groups: //define as required or leave as it is
What it will content
Email template: //define as required or leave as it is
Subject: ${number} has been assigned to your group <b>Prod Config</b> to review
Message HTML:
Hello Administrator,
An incident request ${number} has been received for your review. Please have a look: ${URI_REF} and provide your response by clicking on Approve or Reject button.
${mail_script:approve_REQ} ${mail_script:reject_REQ}
Thank you
ITSM Team
Preview of Notification mail
//create a script includes to work above configurations
Open or create Script Includes: Navigate to System UI -> Script Includes
Click on new button
Name: ApproveRejectMail
//ApproveRejectMail code
var ApproveRejectMail = Class.create();
ApproveRejectMail.prototype = {
initialize: function() {
this.instance = gs.getProperty("instance_name");
this.link = "https://" + this.instance + ".service-now.com";
this.emailAddress = this.instance + "@service-now.com"; //you can customize your email address
},
generateMailLink: function(mailPic, mailResponse, mailBody) {
var wMark = email.watermark || "";
var number = current.number;
// Check if the current table is a sysapproval table
if (current.getTableName().indexOf("sysapproval") !== -1 && current.sysapproval) {
number = current.sysapproval.number;
}
// Safely encode email body and subject
var subject = encodeURIComponent("Re:" + number + " " + mailResponse);
var body = encodeURIComponent(mailBody + wMark);
// Construct the mailto link with embedded image
var mailLink = '<a href="mailto:' + this.emailAddress +
'?subject=' + subject +
'&body=' + body +
'"><img src="' + this.link + mailPic + '"></a>';
return mailLink;
},
type: 'ApproveRejectMail'
};
Time to Verify Your Script
After an event that triggers the notification occurs, navigate to view the sent email and verify the content generated by your script.
Navigate to System Logs -> Emails
System Mailboxes -> Outbound > Outbox
Thank you for your patience
