Dynamic email links dependent on recipient role?

[J Shone]

As a system admin, i need the links included in notification sent out via email updated so that non-it users are directed to the portal whereas IT users are directed to the backend tool 

Links in email notifications currently direct the user to the tool/UI.  e.g. link button in resolve email> https://service-now.com/incident.do?sys_id=cce3ef25db12d010d282342dfdsfds3f3961968&sysparm_stack=incident_list.do?sysparm_query=active=true  

A better url to use for non-util users might be:      

https://service-now.com/nav_to.do?uri=%2Fincident.do%3Fsys_id%3Dcce3ef25db12d010d2823fdsfds423f3961968  

This would direct a non-IT user to the Portal.    

It is possible on mail scripts to check the user role, e.g.  if(gs.getUser().getUserByID(current.opened_by).hasRole('itil'))  And then generate a link to the SN tool for itil users, but for other users take them to a portal view.  

Problem:

The recipients of a single notification might have different roles, e.g.:

Joe Blogs - itil user

John Doe - non-itil user

Question: How would you generate a link in an email that would work for both user types and direct each to the right landing point?

- multiple notifs

- two links in email (one to portal one to to tool)

- mail script to email each recipient individually

- redirect

- other

[Willem]

You can try this in the mail script:

if(gs.getUserByID(current.opened_by).hasRole('itil')){
    template.print('Link: <a href="https://'+ gs.getProperty('instance_name')+'.service-now.com/incident.do?sys_id='+ gr.sys_id +'&sysparm_stack=incident_list.do?sysparm_query=active=true">click here</a>');
}
else{
    template.print('Link: <a href="https://'+ gs.getProperty('instance_name')+'.service-now.com/incident.do?sys_id='+ gr.sys_id +'">click here</a>');}}
}

[J Shone]

Thanks Willem but this issue is you can have itil role recipients and non-itil recipients on the same notif....Is there a way to ensure each user is directed to the right view (portal v tool)?

[Willem]

It is the same mail. But depending on the role will add the different link. You can add this script to email like this:

Add the script to a new email script:

Add the script, it should look like this:

(function runMailScript(/* GlideRecord */ current, /* TemplatePrinter */ template,
										   /* Optional EmailOutbound */ email, /* Optional GlideRecord */ email_action,
										   /* Optional GlideRecord */ event) {

	if(gs.getUserByID(current.opened_by).hasRole('itil')){
		template.print('Link: <a href="https://'+ gs.getProperty('instance_name')+'.service-now.com/incident.do?sys_id='+ gr.sys_id +'&sysparm_stack=incident_list.do?sysparm_query=active=true">click here</a>');
	}
	else{
		template.print('Link: <a href="https://'+ gs.getProperty('instance_name')+'.service-now.com/incident.do?sys_id='+ gr.sys_id +'">click here</a>');
	}


})(current, template, email, email_action, event);

Then in your email/notification itself just add the following to the place where you want the link to appear:

determine_link is the name of the Email Script we just created. If you created with a different name, use that.

${mail_script:determine_link}

Also please see:

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/script/server-scripting/concept/...

[Willem]

To link to the portal it might be best to use:

(function runMailScript(/* GlideRecord */ current, /* TemplatePrinter */ template,
    /* Optional EmailOutbound */ email, /* Optional GlideRecord */ email_action,
    /* Optional GlideRecord */ event) {

        if(gs.getUserByID(current.opened_by).hasRole('itil')){
            template.print('Link: <a href="https://'+ gs.getProperty('instance_name')+'.service-now.com/incident.do?sys_id='+ gr.sys_id +'&sysparm_stack=incident_list.do?sysparm_query=active=true">click here</a>');
        }
        else{
            var url = '<a href="' + gs.getProperty('glide.servlet.uri') + 'sp?id=ticket&table=' + current.sys_class_name + '&sys_id=' + current.sys_id + '">Link</a>';
           template.print(url);
        }


})(current, template, email, email_action, event);