Accept/reject functionality of incident via email

girishk
Tera Expert

‎03-14-2018 04:14 AM

Hi,

How to achieve the functionality of accept/reject resolution via email.i.e we will send an email to the user with two links Accept  and "reject" and when they click we need to make sure the same is updated like changing the stateof the incident based on the click.

 

Any helps/thoughts??

 

Regards,

GK

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rammohanraomadd
Kilo Guru

‎03-14-2018 04:20 AM

Hi Girish,

 

Create an email template with required information like some flag whether it was accepted or reject on click of "Accept" or "reject" link and then create an inbound action to update the ticket based on the flag.

 

Regards,

Ram M

Dante Ditan
Kilo Sage

‎03-14-2018 04:21 AM

Hello,

 

in OOTB this is already existing in Incident Resolved notification.

If that is not existing on your end then you need to check your own personal instance.

 

For the approval and rejection through email there is also OOTB inbound action name "Update Approval Request".

 

Thank you

Dante

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