Generating email reply on clicking a link in the email

[nehayadav]

Is it possible to click a link in the email sent to the user by ServiceNow, that generates the reply and the user just has to click send? I have a scenario where some action has to be performed based on user's reply and I want to force the reply instead of user typing it in. Also the ServiceNow instance I am using is internal to the company, will authentication be required if I go this route?

[randrews]

sure examine the OOB use of the satisfied/unsatisfied response to an incident to reopen it... what it does is set the subject line of the reply with the link.. then the customer just has to hit send and the inbound rule routes it.

[nehayadav]

Thanks for the reply Doug. Where can I find information related to that?

[randrews]

sure under system policy you should have an email template named incident.ess.resolve

it should have   a script similar to the below

If you feel the issue has not been resolved, please click the following link to reopen your incident:

<mail_script>

template.print("<a href='mailto:[your instances email address]?subject=Re:${sysapproval}%20-%20unsatisfied&body=${watermark}'> Click here if your issue was not properly resolved ${sysapproval}</a>");

you can se it is setting the subject line with the link... you then can look at the inbound rule that looks for that subject and reopens the incident if they are unsatisfied.

[nehayadav]

Found it! Thanks Doug