How to configure links in email script? it has to redirect to front end portal for an end user and to backend for an itil user

[reeba1]

Hello,

There is a link given in the notification body.

The requirement is when an end user clicks on the link it should redirect to the front end portal and when an itil user clicks on the same link, it should redirect to the backend. 

How can i configure the link in email script?

When i open a ticket in front end, the url is in this form :

https://testinstance.service-now.com/test_portal/?sys_id=sysid number&view=sp&id=ticket&table=incide...

Can someone help me in configuring this link in email script?

Regards,

Reeba

[reeba1]

Hello asifnoor,

I have also tried with the way you suggested. But how can i test it for and end user ? how can i test whether the end user is being directed to the front portal in a test enviroment?

I tried the following way:

1. Impersonated the end user.

2. Opened the test gmail, where all the emails in test instance are sent to .

3. Opened the particular notification and clicked on the link.

4. But it was directed to the backend not the portal.

Is this the correct way? 

Regards,

Reeba

[Greg42]

Check if url you get is one you expect. Try it yourself and see if it redirects you to the portal. Also check if a user you testing it on passes/fails the condition you set for that url.

[reeba1]

Hello tnargav,

The condition for checking whether the user is itil doesnot seem to be working. Whichever user clicks on the link they are directed to the backend.

What to do in this case?

Regards,

Reeba

[asifnoor]

Hi reeba,

you need to tell which user you checked and is that user a backend user or the end user?

If backend user, then in email you will have link to the bakcned.

If end user, then in email, you will have link to the portla.

[reeba1]

Hi asifnoor,

First i checked with a itil user, they are directed to the backend link.

Then i followed the steps i mentioned above and tested with an end user which has no roles. That also got redirected to backend instead of portal.

What should i do next?

Regards,

Reeba