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?

[Chuck Tomasi]

Step 1: Verify that your URL is in fact correct (get a sys_id from an incident) and try that URL in the address bar to ensure

https://yourinstance.service-now.com/nav_to.do?uri=incident.do?sys_id=xxxxxxxxxxxxxxxx&sysparm_view=...

actually works.

[rickydunn]

No luck, Chuck! Should I be looking elsewhere for my view parameters? It's definitely called Internal.

[Chuck Tomasi]

To verify the name of your view, go to the sys_ui_view table and look for the record where "Title" is "Internal". My guess is the system defaulted it to lower case, so we should be using sysparm_view=internal.

[Chuck Tomasi]

This may also be helpful... Instead of trying to modify the hyperlink via the HTML editor, try using a mail script. You'd enter something like this in your HTML body.

${mail_script:my_script_name}

Where my_script_name is a record under System Notification> Email> Notification Email Scripts.   Use the one incident_take_me_to_the_incident as an example.

current.getLink() will take you to the specific record. You should be able to tack on &sysparm_view=Internal (if that's the proper view name - not just the label.)

[jimnicholson]

My instances are appending a %26 after the sys_id, without this I get "Record not found" when I add %26 after the sys_id, it works like a charm.

so this works well for me:

/nav_to.do?uri=incident.do?sys_id=${sys_id}%26sysparm_view=ess

I discovered this when I navigated to "Incidents" and then changed my view in the list view (just to force something different than default) then I right clicked on an incident and did "Copy URL to clipboard" here is where I saw the %26 after the sys_id.

Hope this helps.