Redirect from Third party portal to ServiceNow

[Himanshu42]

Hi All, we have external portal which will show list of customer cases in read only view (no editing allowed). If user click the case number, I want that user to be redirected to ServiceNow CSM workspace. Can you please let me know how to create this redirection URL without sys id based on the ticket reference.

[Tony Chatfield1]

Hi, in your external portal you will need to create clickable link that directs to your ServiceNow record,
Looking quickly at CSM workspace in a PDI the format looks to be
https://<instance_name>.service-now.com/now/cwf/agent/record/sn_customerservice_case/<case_sys_id>

[Himanshu42]

Hi @Tony Chatfield1 this is correct but I don't have case_sys_id in external portal, I need to do it on case number/number?

[Tony Chatfield1 · Accepted solution]

My understanding is that for workspaces and portals  'normal' URL navigation is not available and you need to identify the target record via sys_id . So if you need to use workspace (and no one has a better answer), then you will need to update your integration\syncing with your external platform and pass sys_id as a parameter.
If you just need access to the case (and have access rights) you should be able to navigate to it directly eg
https://<instance_name>.service-now.com/sn_customerservice_case.do?sysparm_query=number=<case_number...

Examples of navigating by URL (servicenow.com)

[Himanshu42]

@Tony Chatfield1 Thanks for letting me know, I guess we need to share the sys_id to the external system and have them add that to redirection portal. I just wonder there should be some other solution, I will keep on exploring this but for tactical approach I'm proposing the sys_id solution.