Accept/Reject Incident

dhruva · ‎07-26-2016

Hello All

I have a requirement like accepting or rejecting a resolution via email for incident record? has anyone worked on it >? how can i achieve this ?

Deepa Srivastav · ‎07-26-2016

Hi Dhruva,

You can have this kind (shown below) action in the mail and once user clicks in it reply will go and perform required action .

Will that work for you?

Mark Correct if it solved your issue or hit Like and Helpful if you find my response worthy.

Thanks,
Deepa

View solution in original post

dhruva · ‎07-26-2016

Has anyone found a solution for this ?

Ajai S Nair · ‎07-26-2016

Hi Dhruva,

You can try with Inbound email actions.

Inbound Email Actions - ServiceNow Wiki

Useful Inbound Email Scripts - ServiceNow Wiki

dhruva · ‎07-26-2016

Hi Ajai

Is there a way to automate this . just by cliock of a button via a mail can we generate this inbound rather than sending a mail to reopen perosnally ?

Ajai S Nair · ‎07-26-2016

These links may help you for that:

UI Actions - ServiceNow Wiki

A Customer-centric model for handling Incidents

Send Email In UI Action