Email Notification with cancel and confirm buttons

[SubashS81077919]

Hi

Need to create a notification email with two buttons, like an appointment-based task
One is to confirm the appointment, and the other is to cancel the appointment

If the user clicks the confirm button client needs to be notified that your appointment has been confirmed

If the user clicks the cancel button client needs to be notified that your appointment has been canceled.

Need to configure the buttons using the inbound email action.

[Siddhesh Wani1]

Hi @SubashS81077919 ,

Could you please clarify where those two buttons are located on the form?
You mentioned a requirement involving the Inbound Email action; however, user notifications should be managed through the notifications feature rather than Inbound Email. Additionally, do the Confirm and Cancel activities send emails to the ServiceNow instance?

If this works, please mark it as helpful/accepted — it keeps me motivated and helps others find solutions.

Best Regards
Siddhesh

[SubashS81077919]

Hi @Siddhesh Wani1 
Can you please explain the process step by step? I created a notification using the mail script with two buttons, but I need to configure the button link( If I click confirm appointment, send email back to caller or client, if I click cancel, the caller or client needs to notify that your appointment with subash has been canceled.
This is my requirement.

Also, create an inbound action, but in the inbound action, I need to set when to send and actions.

[Rodrigo24]

Let's imagine that you send the email when an incident is resolved.
The recipient of the email will click OK or CANCEL.

When they click OK or CANCEL, return the email to ServiceNow and use an email action to capture the OK or CANCEL value. Example:

<p>Dear user,</p>
<p>Please confirm if the solution is correct</p>
<a href="[[URL_OK]]">OK</a>
<a href="[[URL_CANCEL]]">Cancelar</a>

Example url ok: https://yourinstance.servicenow.com/your_page?sysparm_clientResponse=OK
Get the parm: getParmVal('sysparm_clientResponse');

I would create a flow with a trigger event upon receiving the email and capture the URL parameter.

And then I would execute the required action.

[Rodrigo24]

Hello @SubashS81077919 ,

First, create an “Email Template” with the Accept and Cancel buttons.

Second, assign those buttons a URL with the label Accept or Cancel, depending on which button is pressed.
For example, www.miempresa.servicenow.com/incident.do?action=Accept or ?action=Cancel.

Now you need to create a rule in Inbound Email Action to read that email and, depending on whether it is Accept or Cancel, execute one or the other required option.