Custom Link in Email Notification

[rickydunn]

Hello everyone!

I'm further working to refine the notifications used in my instance and have come across the problem of creating a custom link that is sent to IT Specialists. Members of IT have a different view for incident work orders than other individuals. At the bottom of each email we have a link that has the ticket #, which will take them to the ticket. However, the email link is always the Default view, and not the view called IT. How can this be changed?

[jimnicholson]

There could be an easier way but you may have to built the link yourself and add sysparm_view=View Name to the end:   Something like this:

{instance URL}/nav_to.do?uri=incident.do?sys_id=${sys_id}sysparm_view=viewname

https://myinstance.service-now.com/nav_to.do?uri=incident.do?sys_id=6a965c804f8bde007497495d0210c76f%ZZsysparm_view=view

[Chuck Tomasi]

I'd recommend leaving the "https://myinstancename.service-now.com" off. Since Eureka, the system is smart enough to add the instance so it works in dev, test, prod, etc.

Also, that "%ZZ" looks suspicious. I think the community autoformatter got a hold of the & and mangled it.. Your link should look something like this:

/nav_to.do?uri=incident.do?sys_id=${sys_id}&sysparm_view=ess

Substitute your favorite view name there.

[jimnicholson]

Thanks Chuck, appreciate the review.   I had a heck of time even posting that response, it was giving me lots of trouble.

[rickydunn]

Chuck, I tried using the configuration you posted, but still no luck. I have attached two screenshots that I would appreciate you looking at. Did I do something wrong?

Configured for view "Internal"

Following the link takes me to "Default view"