Approve or Reject Change Request via Email

[jcpasia]

I just wanted to know how can I approve or reject a change request via Email just like the Approval Request Notification. Thanks for the feedback!

[Uncle Rob]

This is how the system should work by default.   When you get to the point where a change requires approvals, it will email the appropriate approvers.   Those approvers receive email with embedded links to Approve or Reject.   Inbound Email Actions listen for responses, then update the Approval Records.   Only then does the Change Workflow pick up and proceed based on the answer received.

[Karthik Reddy T · Accepted solution]

Hello Pasia,

You can   write inbound actions for to approve or reject through emails.

In inbound actions you can specify   the conditions like subject contains, field ...etc.

Depending upon the conditions it will update on the target table.

By using watermark service now instance will identify to update that on which record.

If you need any other help, let me know.

Thanks and Regards,

Karthik T.

[SNOW ADMIN]

Hi Karthik,

Can you please let me know how to implement the same for Change Request Approval Email Notifications. I want the same functionality to be defined as a requirement. In the mail itself the action will be there to approve the Change Request.

Regards & Thanks,

Gourav

[Karthik Reddy T]

Hello Gourav,

You can create  templates and add those templates in the mails.

https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/administer/notification/concept/c_EmailTemplates.html

https://docs.servicenow.com/bundle/kingston-servicenow-platform/page/administer/notification/task/t_ApplyATemplateToAnEmailNotif.html