Attachment download link redirect to ServiceNow Login page instead of downloading it

[Shivansh Sharma]

Hi there,

I am facing an issue with downloading a document via a link in the email. That document was attached to a Notification record and mapped to the Message HTML field using the insert/edit link option in it. When I clicked the link, it redirected me to my instance to a login page, which I don't want as the receiver won't have credentials to their ServiceNow instance. I really appreciate any help you can provide.

[Ankur Bawiskar · Accepted solution]

@Shivansh Sharma 

I agree with @Mark Manders 

If you use the checkbox "Include attachments" in notification file will be included in email.

If not then it's platform OOB behavior and that link will ask for credentials.

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

[Mark Manders]

How have you added the link? If you just put 'include attachments' on the notification, it will include them as attachment to the email, instead of a link. 

But your query sounds confusing. An attachment came in through an email and when you click on it, it gets you to the login page?

[Shivansh Sharma]

Hi @Mark Manders,

Thanks for your response. On Notification, I just attached my document, which I want to be available as a link in the email body. After that, using the Insert/edit link option on Message HTML added that link. It's downloading for me but, as mentioned earlier, not for outsiders.

[Ankur Bawiskar · Accepted solution]

@Shivansh Sharma 

I agree with @Mark Manders 

If you use the checkbox "Include attachments" in notification file will be included in email.

If not then it's platform OOB behavior and that link will ask for credentials.

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

[Shivansh Sharma]

HI @Ankur Bawiskar 

Thanks for your response. I have attached that document to the Notification record and used that insert/edit link option on Message HTML to be available as a link to users. For me, it's working fine, but for outsiders it's not.