Dynamic Email Body Based on receipient

[saranravikumar1]

HI All,

I have a requirement where a Particular Approval Notification is sent to a Group which contains external (Customers) and Internal Users (Agents).In which we have provided a link when a customer clicks the link, they should be redirected to different URL and when Agents clicks the same link they should be redirected to different page is this possible

[saranravikumar1]

P.S. : For Customers third partu application URL and for Agents ServiceNow URL in the same link

[Ankur Bawiskar]

@saranravikumar1 

easiest way is to have separate approval notification for Internal and External users. then use after business rule to trigger the correct notification for correct user.

With this you can simply send the email.

OR

you can check in email script who is the recipient and handle the content

Recipient email address and the mail script 

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

[Ankur Bawiskar]

@saranravikumar1 

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.

[SebastianKunzke]

ServiceNow has solved this issue for different workspaces. You can use the solution as blueprint for your requirement. They have created the script include "EmailNotificationRedirection" to determine the redirection for the user. The script is used within the page 'itsm_email_notification_redirect'. I never tried, if this will also work for an external redirect, but I assume it should. This solution would require, that your customers will be redirected over the servicenow platform. This is may not wanted. 
In this case I would advice to create two groups and send them individual notifications.