A challenging question for ServiceNow Community

Hardit Singh
Mega Sage
9m ago

Hola Community 

Here’s an interesting challenge for all the ServiceNow Architects and Developers out there.

 

🧩 The Scenario

Imagine this:

Your ServiceNow instance already has thousands of email notifications containing Incident record links.

 

Everything works perfectly… until the business comes with a new requirement:

👉 Some users should open records in Service Operations Workspace (SOW)

👉 Others should continue using the Classic UI

 

Sounds simple, right?

 

Well, here’s the twist:

The Constraint

You are NOT allowed to modify any existing email notifications.

Yes… not even a single template. 😅

The Big Question

How would you redirect users to different user experiences dynamically without touching the existing notification links?

Think about:

  • User roles

  • UI routing

  • Redirection strategies

  • Workspace compatibility

  • Session-based experience handling

Do You Know the Solution?

Drop your approach in the comments and let’s see how the ServiceNow community would solve this challenge.

I’ve also explained the complete solution in a detailed video. Make sure to check it out for the answer.

And don’t forget to:

  • Share this with your ServiceNow network

  • Challenge your teammates and fellow developers

  • Mark this article as helpful if you learned something new

Cheers,
Hardit Singh

Connect with me on :

 

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