End user is redirecting to service portal home page when he clicks on link provided in email notification.

[Garima Tiwari]

Hi All, I came across an incident where the requester is an end user (having no role). After creating a change or incident he receives an email notification and when he clicks on the link provided to check the status he always redirects to service portal home page, ideally he should be redirected to the service portal > my ticket > ticket form page. Any idea why this is happening?

[Nitin_NOW]

Please check the hyperlink in the email or put it here we can validate. May be the issue is with the hyperlink which is not properly configured to redirect to the exact form page of the ticket. 

Regards!

[Allen Andreas]

Hi, you'd need to check the hyperlink in the mail script for the go to my ticket button/link.

[Rufino]

Facing same problem here. But it only happens with a specific user, and is not all the time. It's just sometimes.

Did you find a sollution, or what causes this? My hyperlink is ok, I can access with my user and if I impersionate the user too.

This could be a client problem?