Create a button on Email Body

[RavikishoreN029]

When the incident is created send Email notification to caller and in the email body we should have Approve and Reject button. If the User click on the Approve the incident moved to InProgress and if clicked on reject incident state should go closed cancelled

[GlideFather]

Hi @RavikishoreN029,

you can get inspired from the buttons for Approval, but may I know the business justification?

Why would caller need to approve an Incident?

1. Caller creates an incident, 
2. Caller received an email to confirm they really created incident
   1. "Yes I'm serious" and clicks Approve - it's in progress
   2. "I was joking" and clicks Reject - it's cancelled

It doesn't make any sense, also to set incident to In Progress it's shall be done when an assignee starts working on it. If you will change the state by email it will break the whole logics - notifications, SLA, ticket queries, ...

Also, Close cancelled state doesn't exist in Incident table.

Please, do NOT do this... the whole requirement is just wrong 😞

[GlideFather]

Hi @RavikishoreN029,

have you had chance to review my answer? Please provide more details and justification for "breaking" the ITIL process...

[Ankur Bawiskar]

@RavikishoreN029 

you can check this link which has approach

Approve/Reject button in Approval notification 

If my response helped please mark it correct and close the thread so that it benefits future readers.