close incident in email

Hafila Hatta · ‎07-22-2025

hi. when user login to employee center, they can view request and have this action button.

is it achievable to have this "link" in email where user can click "reopen/close" but it the action will be done at the back end without user having to login to the portal.

thank you.

Bhimashankar H · ‎07-22-2025

Hey @Hafila Hatta ,

To provide "Reopen" and "Close" actions in email notifications such that users can click these links and trigger backend updates in ServiceNow—without logging into the portal. While direct no-login "one-click" REST actions via links are usually avoided due to security risks, ServiceNow best practice is to utilize inbound email actions.

Example:

<a href="mailto:servicedesk@yourcompany.com?subject=Reopen Request INC0012345">
  Reopen
</a>
|
<a href="mailto:servicedesk@yourcompany.com?subject=Close Request INC0012345">
  Close
</a>

When the user clicks the link, their email client opens a reply with the required content.

The inbound action script parses the email, matches the request, and updates the record's state (e.g., sets to "Reopened" or "Closed") on the backend, all without requiring login

Why not to use Direct actions URLs in Email?

Security: Allowing email links to trigger direct REST updates without authentication is considered unsafe and is not supported out-of-the-box.
Email reply actions leverage the sender’s address and internal controls to ensure only authorized users update requests.
Avoid exposing unauthenticated REST endpoints for security reasons.

For more detailed steps, please refer the below

Add Button in Email Notification , Email Reopening Closed Inc , Reopen and Close Inc links in resolved incident email notification

Thanks,
Bhimashankar H

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View solution in original post

Ankur Bawiskar · ‎07-29-2025

@Hafila Hatta

Thank you for marking my response as helpful.

As per new community feature you can mark multiple responses as correct.

If my response helped please mark it correct as well so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Chaitanya ILCR · ‎07-22-2025

Hi @Hafila Hatta ,

OOB there is already a inbound email action which will open do this

if the incident is in resolved state it will move the incident to inprogress

if the incident is closed it will create a new incident will same content

the users have to send the reply to email that they have receive and the subject should contain please reopen in anywhere and it has to be a reply email

if this doesn't work for your requirement you can create a new inbound email action or you can use inbound email flow

Creating Inbound Email Flows

Creating Inbound Email Actions

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

Bhimashankar H · ‎07-23-2025

Hi @Hafila Hatta ,

Please find the solution in original post.

View Solution in Original Post

Thanks,
Bhimashankar H

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