"Copy URL to Clipboard" keeps on loading on Case Table

[SBohare]

When we use the "Copy URL to Clipboard" Context menu button on the Case table List view, and try to access the link on a new tab, the Case keeps on loading for 15 - 20 minutes, However the same case can be opened by clicking on the List view "case link".

We have looked at the context menu button scripts, the context menu button is in Global scope therefore can not make any changes to the link to fix the issue, Creating new context menu button on the customer Service Scope has been ruled out.

What could be the reason for this behavior and how can we solve this issue, Permanently?

Attaching screenshot of the button, Button script [in Global Scope] , and Sharing Sample URL.
SAMPLE URL :: https://InstanceName.service-now.com/nav_to.do?uri=sn_customerservice_case.do?sys_id=5SDFB554f6A65G4...

[Tony Chatfield1]

Hi, the 'copy URL' context menu is unlikely to be the cause of your issue, unless you have customized it?
Is this impacting a PDI, a Production instance or a Dev instance?

Do you have any special\cosmetic routing enabled?

Is this impacting 1 user, multiple users, different browsers?
Have impacted users cleared cache, validated their network connectivity?

I am not sure where the '&_ga=2.79126364.939612514.1701025189-1127297009.1699395472' at end of URL comes from, could this be the issue, does the URL work as expected if you remove it?

[SBohare]

Hi @Tony Chatfield1,
Thank you for looking over this,
"the 'copy URL' context menu is unlikely to be the cause of your issue, unless you have customized it?"
No Customizations have been made on the Context menu.

"Is this impacting a PDI, a Production instance or a Dev instance?"
This is impacting our Production, Development and Test Instances.

"Do you have any special\cosmetic routing enabled?"
Not to my knowledge, No.

"Is this impacting 1 user, multiple users, different browsers?"
It is impacting multiple users over multiple Browsers, haven't yet found a case where this is not affecting.

"Have impacted users cleared cache, validated their network connectivity?"
Yes, we have tested clearing cache over secure networks, not a browser/network related issue.

" I am not sure where the '&_ga=2.79126364.939612514.1701025189-1127297009.1699395472' at end of URL comes from, could this be the issue, does the URL work as expected if you remove it?"
The link that was shared in the initial answer also had the sys_id of existing cases, Please try the below link and replace the SYS ID to that of a case in your instance.

https://InstanceName.service-now.com/nav_to.do?uri=sn_customerservice_case.do?sys_id=CASE_SYS_ID%26s...

[SBohare]

Hey @Tony Chatfield1 ,

Thank you for looking over this,
"the 'copy URL' context menu is unlikely to be the cause of your issue, unless you have customized it?"
No Customizations have been made on the Context menu.

"Is this impacting a PDI, a Production instance or a Dev instance?"
This is impacting our Production, Development and Test Instances.

"Do you have any special\cosmetic routing enabled?"
Not to my knowledge, No.

"Is this impacting 1 user, multiple users, different browsers?"
It is impacting multiple users over multiple Browsers, haven't yet found a case where this is not affecting.

"Have impacted users cleared cache, validated their network connectivity?"
Yes, we have tested clearing cache over secure networks, not a browser/network related issue.

" I am not sure where the '&_ga=2.79126364.939612514.1701025189-1127297009.1699395472' at end of URL comes from, could this be the issue, does the URL work as expected if you remove it?"
The link that was shared in the initial answer also had the sys_id of existing cases, Please try the below link and replace the SYS ID to that of a case in your personal instance and replace "your Instance name"

https://InstanceName.service-now.com/nav_to.do?uri=sn_customerservice_case.do?sys_id=CASE_SYS_ID%26s...