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Redirecting link from emails.

kumar-adi
Tera Contributor

‎10-24-2025 12:26 AM

I'm experiencing a weird behavior with the mail links of new snow as well as browser shortcut (see printscreen). when clicking on a link, it takes me to the itil frontpage. if i click on the same link again without closing the browser, i get a second tab with the correct page. as soon as i close the browser, it starts all over again. first click: itil frontpage, second click: correct page. I

s this behavior normal in ServiceNow or we can fix this ??

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10 REPLIES 10

ethantaylor555
Giga Contributor

a month ago

I’ve seen similar behavior before it usually happens when browser sessions or cached login tokens in ServiceNow don’t refresh correctly. Try clearing your browser cache or opening the link in an incognito tab to see if the redirect still happens. If it works fine there, it’s likely a session caching or SSO redirection issue. Sometimes, adjusting your browser’s cookie policy or having your admin review the login redirect settings can fix it for good. I actually faced the same thing recently and found a short guide that explained the caching behavior and fix really well. If you’d like check here 

Hope this helps!

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