User Confirmation on RITM

[Burhan Shah]

Dear Community,

I have a requirement to add user confirmation once the task status is changed to closed complete. As soon as the consultant closes the task, it should send an email to the end-user which should have two options (Accept) (Reject). If the end-user clicks on accept it should change the RITM and if he clicks on Reject, it should re-open the task.

How can I add a user confirmation on RITMs? Can you please guide me on this?

Regards,
Burhan Shah

[OlaN]

Hi,

Changing the process, and reopening a requested item/catalog task after it's been closed is generally a bad idea.

Instead, I would propose you put the RITM/SCTASK in a awaiting user confirmation state, that automatically closes the RITM/SCTASK after some time has passed and/or user confirmation is recieved by response of email notification or otherwise.

[Burhan Shah]

Hi,

This is exactly what we're looking for. 

How can we achieve this? How to configure a user confirmation on RITMs?

[Mark Manders]

What is not working in the accepted solution in your previous question: https://www.servicenow.com/community/developer-forum/add-accept-or-reject-to-req-item/td-p/3012798

[Burhan Shah]

Hi Mark,

Tried to build the flow and created a wait condition too but I was unable to build a user confirmation inbound email action buttons.