How to confirm delivery of request item

rhofing
Tera Contributor

‎03-29-2016 10:33 AM

When a request item task is complete (ie remote access), I want to be able to configure the workflow to send an email to the requester telling them that the task is complete, that they should test it and then reply by clicking on one of two links in the email: working/not working. The user can also add comments.   If they click "Working" then the request is closed, if "Not working" then the task is re-opened and updated with the user's comments.

So, in my workflow I need to send an email to the user that contains two links (Working/Not working), then I need to process the reply (inbound email action, I believe, that includes updating the sc_task record with the user comments), and configure the workflow either to finish successfully (remote access is working) or roll back to the original task for re-work (remote access is not working).

This is beyond my current level of knowledge, so, if someone could point me in the right direction, that would be very helpful!

Ric

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Brad Tilton
ServiceNow Employee
ServiceNow Employee

‎03-29-2016 11:36 AM

Hi Ric,



What you're doing is very similar to the approval process, so I would look there at the approval notification, mailto: templates, and inbound action. You could probably do some insert and stays and just change the approval/reject language to working/notworking. The one thing you would have to add is the workflow pausing at the end since you wouldn't have an approval activity. You could do something like fire an event from the workflow that triggers the outbound email. Your workflow could then pause and wait for a field (like stage) on the RITM to change before continuing and your inbound action could set that stage field so the workflow finishes.