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

[J Shone]

Thanks Willem, but if a notification goes to a group, individuals in the group might be itil or non-itil or a combination of both.  That's the issue, when recipients are both itil and non-itil users.  Do you know how to cater for this scenario?  If it is a single user, we are comfortable with the solution, but that doesn't work for multiple recipients

[Willem · Accepted solution]

So the group has the group email filled in and you send it to that? If the email address on the group is empty, it will send out an individual email to all group members. Then the script will work.

If you send out the email to the Group email address. Then only one email goes out and you should indeed set up redirect for the end users. You can refer to this:

Create the system property "glide.entry.loggedin.page_ess" if it does not already exist and set the value to "/sp". That should always redirect the ess users to your Service Portal.

https://hi.service-now.com/kb_view.do?sysparm_article=KB0714506

[J Shone]

Thanks Willem.  I've asked the developer to take a look at that, will let you know if it works out.  Thanks for all the effort and time you applied to the question, I really appreciate your help.

[Willem]

You are welcome. Feel free to mark answers as Helpful. This is a reward for peoples effort.

[J Shone]

devt confirmed that works, brilliant!  Thanks Willem