Embed an interactive approval request for service catalog requests in the email notification sent to a user. The user can accept or reject the approval request from the email client.

Before you begin

Role required: admin

The Outlook Actionable Messages plugin (com.sn_ms_oam) should be activated.

Note:
  • The Outlook Actionable Messages (OAM) feature is not supported in all Microsoft mail products and versions. To verify whether your version of Outlook supports OAM, refer to the Microsoft documentation.
  • Actionable messages are supported only for emails sent from the @service-now.com email address. If you are sending an email from a customized email address, you should register as a new service in the Microsoft website setting the scope as Organization. Specify the provider ID value in the sn_ms_oam.outlookactionable.originator property.
  • Actionable messages are based on the Sender Policy Framework (SPF)/DomainKeys Identified Mail (DKIM) validation for the email sender verification. If an email recipient receives email via an external provider, emails may not be rendered as adaptive cards.
  • You cannot customize the default actionable message templates.

Procedure

  1. Navigate to All > System Notification > Email > Notifications.
  2. For the approval notification that requires user approval, in the What it will contain tab, add the following script in the Message field in addition to the existing information, or to the Message field in the configured email template if applicable. 
    ${mail_script:include_approval_actionable}

    For example, for the Catalog Approval Request and Approval Request notifications, you can include the script in request.itil.approve.role and change.itil.approve.role email templates.

    This script includes the Outlook actionable message in the email notification sent to the user for approvals.
  3. Click Update.