Custom Email Notification
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
06-15-2025 10:57 PM
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?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
06-15-2025 11:09 PM
@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
If my response is helpful, please select Helpful. If my response answers your question, please select Accept as Solution.
RK
If my response is helpful, please select Helpful. If my response answers your question, please select Accept as Solution.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
06-16-2025 02:20 AM
Yes, if possible I want to make Approval and Reject link to button
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
06-16-2025 02:32 AM
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.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
06-16-2025 03:00 AM
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?