Custom Email Notification

[ShivangiC]

Hello, 

Custom email notification in ServiceNow with approve, reject and return claim buttons. The state of current record in Approval table must automatically change to Approved or Rejected on basis of button clicked in email. Currently, OOTB notification show an email to send when Approve and reject link is clicked but I want direct State to be changed when these buttons are clicked, without any need of email to be sent. How to achieve it?

[Radha K]

@ShivangiC  - Is approval from the email necessary for the client? There are a couple of options you can directly use from the platform to approve the tickets. The emails when answered from the mailbox will let the system know through the inbound actions and ref message.  

RK

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[ShivangiC]

Yes, if possible I want to make Approval and Reject link to button

[Ankur Bawiskar]

@ShivangiC 

instead of link, you can have buttons, check this link

but remember either user will have to reply to that email and then OOTB inbound email action on approval table will update the state as either approve/reject OR user need to visit to instance to approve or reject

Approve/Reject button in Approval notification 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[ShivangiC]

What if without having to reply to that email if we have to directly change the Approval state from button click. How to achieve it?