How to add accept and reject solution options in notification

yashu1995
Kilo Guru

‎03-13-2019 05:49 AM

How to build the email notification so that user will get email given below

 

Incident is resolved

Click here to accept

Click here to reject

Click here to view

 

and if user clicks on accept the incident should get closed

rejected the incident to wip

Do we have to build a inbound email action as well to receive reply from user?

 

 

0 Helpfuls
  • 2,757 Views
3 REPLIES 3

johnfeist
Mega Sage
Mega Sage

‎03-13-2019 06:00 AM

Hi yashu,

I built something similar.  The email has to go as an approval request.  Keep in mind doing that may require approver licenses.  Yes, you do need to build inbound actions, either one to handle both or one each for approve and reject.

A couple of things I learned doing this.

Put the process in a workflow so that you can send reminders if people don't reply and ultimately just close the incident.  Alternatively give the users a certain amount of time to reply and then have a scheduled job just close the incident.

We require that a reject give a reason.  The only way I found to be sure that the user has added something meaningful is to compare the size of the reply to the known size of an empty reply.

I built a couple of rules to manage the approver licenses.  Most non fulfillers do not need to have an approver license unless they have an outstanding approval.  When requesting an approval, the functionalty checks what licenses the approver has and if that person needs an approver license it grants it.  When receiving an approval (yes or no) if the user has no outstanding approval requests and has an approver license, the license is reclaimed.

Hope that helps.

:{)

 

Hope that helps.

:{)

Helpful and Correct tags are appreciated and help others to find information faster
0 Helpfuls

sandeep76
Tera Guru

‎03-30-2021 05:40 PM

Hi yashu you achieved this. Can you please help me
0 Helpfuls