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?

[ryadavalli]

Ahh.. I got it.. it was a missing ). Thanks Doug it worked.

[edwin_munoz]

Hello Neha,

Yes, you can do it. Here is how to do it:

1. Add on your email notification a link that will generate the reply. Example of email script to create link:

var subject = 'RE:' + current.number + '- Your subject here';   

var body = "Your body text here" + email.watermark;   

var text = 'here';









template.print("Click" + generateLink(subject, body, text) ;   





function generateLink(subject, body, text){   

       var linkStart = '<a href="mailto:' + gs.getProperty("glide.email.user") +'?subject=' + subject + '&body=' + body + '">';     

       var linkText= text;   

       var linkEnd ='</a>';   



       return linkStart + linkText + linkEnd;   

}

2. Create an email inbound action that perform the action you need.

[nehayadav]

Thanks Edwin. I was able to implement the solution using email templates but was facing issues with HTML tags being present in the message body. Your response helped a lot.

[poyntzj]

The email tempalate mailto:mailto.xxxxx is ideal

Add a second line onwards to the message and it appears as the body of the new message

[sourabhdhaygude]

Hi Edwin,

Thanks for your post.

Can I format the body of that email? I need some text on the next line and need to make some text bold and Italic.

Kind regards,

Sourabh Dhaygude