Tracking email open/read count via mailto: link in a Service Portal widget

Siddhesh Tripat
Tera Contributor

an hour ago

I have a Service Portal widget that includes a share icon. When clicked, it opens the user's default email client (Outlook) via a mailto: link with a pre-filled subject and body. Recipients are not predefined — the sender manually adds them in Outlook before sending.

What I want to achieve

  • Track how many recipients have opened or read the email
  • Display a read count back in the widget (e.g. "3 users opened this")
  • Store the event/log in ServiceNow (custom table or existing)

 

 

 

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1 REPLY 1

Tanushree Maiti
Mega Patron

an hour ago

Hi @Siddhesh Tripat 

 

This requirement is not feasible.

Once an email is sent from ServiceNow to a third-party platform such as Outlook, any user interaction with that email is no longer tracked or linked back to ServiceNow.

Refer: How to count clicks to external links? 

 

 

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards
Tanushree Maiti
ServiceNow Technical Architect
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