how to redirect from sc_cat_item to csm_ticket page

[Alon Grod]

Hi,

When the contact is creating a case using record producer he is starting from this page id:
?id=sc_cat_item&sys_id=79362b5cfb03b61032b7f4865eefdcc4

after clicking submit he is being redirected to:
?id=ticket&is_new_order=true&table=sn_customerservice_case&sys_id=8674a32efbd332d032b7f4865eefdcc9

how can i redirect the contact to page id =csm_ticket instead of id=ticket

[Ankur Bawiskar]

@Alon Grod 

you can ask that user which portal is used?

then try to reproduce this issue.

[Dr Atul G- LNG]

HI @Alon Grod 

Please confirm whether the instance is configured with the following paths:

• /esc → Employee Center

• /csm → Case

• /sp → Service Portal

• /csp → Consumer Case

Kindly verify and confirm.

https://devxxxx.service-now.com/now/nav/ui/classic/params/target/sp_portal_list.do%3Fsysparm_userpre...

[Dr Atul G- LNG]

Title	URL suffix
CAB Workbench	cab
Mobile Employee Service Portal	mesp
PPS Workbench	ppsworkbench
Knowledge Portal	kb
Planning Console	pc
Benchmarks	benchmarks
Time Sheet Portal	tcp
Employee Center	esc
Business Planner Portal	apm_planner
Performance Analyzer	perf
Service Portal	sp
Program Status	program_status
Project Status	project_status
ServiceNow Add-In for Outlook	sncoutlook
Workplace Services	ws
SP Configuration	sp_config
Idea portal	idea
Application Portfolio Management	apm
Resource Workbench	ppsrp
Resource Calendar	rc
Service Workspace Portal	swp

[Alon Grod]

@Ankur Bawiskar customer service

[Ankur Bawiskar]

@Alon Grod 

did you test with admin and also contact if this is the actual behavior?

I tested with CSM portal and it took me to csm_ticket page

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