In our notifications sent out for Incident Assigned to some user, the notification subject and the body has the Incident number.
When the Incident Number in the subject is clicked, it goes to the corresponding record. For some cases, the subject as well as body is showing a wrong Incident Number and If clicked on, its taking us to the correct Record. If i try to search the displayed Number in the Global Search, Its throwing error that the number doesn’t exists.
Could you please help me with this issue.

Thanks,
Hema

You’re welcome. The email client is only going to be able to do a couple of things for you. The first is to send a reply email (which is what the current setup does). The second is to provide a link to the system that, when clicked, will open up a portal and take some action in a browser window. At that point, you could authenticate the user and approve, but that’s not much different from just taking them to the approval page as we do currently.

Another problem with that type of setup is that you don’t get any comments about the approval. If a user rejects, it’s important for them to explain why so that the requestor can take the appropriate action. You need to supply comments (in the email or in the web portal) for that to happen.

Thank you for this post. We are have the similar process for approval emails in which user gets an email asking to approve/reject certain request.

To make the approval sequence more user friendly. we want to implement a functionality where user should just click on approve/reject link/image and it should automatically updates the back-end system by recording the approver’s response.
Do you know which email clients can support this functionality? Our users use all kinds of clients including mobile(android, iOS, Symbian, etc).

Thanks,
Mayank

I don’t know of a simple way to do that currently.

Is it possible to embed the images to the email itself? Seems that by default Microsoft outlook is blocking downloading of HTML contents. thanks! again.

That depends, of course, on the size of the images you’re including. Unless you’re including massive images in your emails then it shouldn’t impact it at all. Most email signatures have images in them anyway so these images should be just fine.

You can accomplish all of that with standard approval email notifications and the script here. If you’ve got other questions about email notifications or approvals you can ask them on the ServiceNow forums.

HI Mark,
is it possible to provide an Approve or Reject button in the email notification itself and whether the below steps to can be configured in ServiceNow?
1) Approver will get an email notification with an Approve or Reject button in the email
2) Approver will click on Approve
3) He will provide his comment for approval
4) He will get an option say Save or Submit
5) If its approved, update the request state to Approved else If its Rejected, update the request state to Rejected

I am new to ServiceNow and don’t have that much idea about ServiceNow customization, can you please let me know the steps to achieve this.
Any kind of help on this will help me to configure it.

Thanks in advance.

Thanks & Regards,
Ganesh

The only way to accomplish this in a way that would make sense to an end-user is to set up a completely separate approval email notification for this particular case. Then you could update the conditions on your notifications to only send the appropriate one for each type of task/request. It might actually be necessary to go all the way back to the event triggers to control the separation there if you don’t have access to the necessary fields to define the conditions from the condition field on the email notification.