Clickable Link in Email?

[Hafila Hatta]

hi. is it possible for user to click a button (YES/NO) from an email, then this value is being sent into RITM or ESC?

thanks.

[Carlos Petrucio]

Hi @Hafila Hatta ,

Yes, it is possible for a user to click a button (YES/NO) from an email, and then send that value into a RITM (Request Item) or ESC (Emergency Service Change) in ServiceNow. This can be achieved by leveraging Email Inbound Actions and Email Links with a triggering mechanism to update the RITM or ESC record based on the user's response.

The link below can give you some guidance on how to act, use it as an example and if you still have questions, send me a new question.

 https://www.servicenow.com/community/developer-forum/buttons-on-email-notification/m-p/1737003

Mark it helpful and accept solution, If this helps you to understand. 

Thanks!

- Carlos Petrucio

[Zack Hilacan1]

Hello @Hafila Hatta ,

I think this is possible though email scripts.

Since in the email script you can write HTML and through that you can create an input or button, from there depending on the button/input the user provides you then create a logic to what you want to send or update to the current RITM record. 

[Ankur Bawiskar]

@Hafila Hatta 

2 ways

1) either take them to the record via link from email and they update the fields on RITM or via ESC

OR

2) let them reply to that email and use inbound email action for updating the RITM

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

[Ankur Bawiskar]

@Hafila Hatta 

Hope you are doing good.

Did my reply answer your question?

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