Here is the Incident Resolved OOB notification.
The mail script I need to refer to is called ‘${mail_script:incident_take_me_to_the_incident}’
I found this article.
I replaced the second line in the original mail script - var link = current.getLink();
with var link = '/sp/?id=ticket&table=incident&sys_id=' + current.sys_id + '&sysparm_view=portal';
This seems to work for me. Can anyone spot anything wrong with this?
Many thanks to all respondents, I hope this is useful to someone else.
This is the original mail script:
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(function runMailScript(current, template, email, email_action, event) {
var link = current.getLink();
if (email_action.name != "Incident Resolved") {
template.print('<p><font size="3" color="#808080" face="helvetica">');
template.print(gs.getMessage('You can view all the details of the incident by following the link below:'));
template.print('</font></p>');
}
else {
template.print('<p><font size="3" color="#808080" face="helvetica">');
template.print(gs.getMessage('If you feel the issue is not resolved, please click the following link and reopen your incident:'));
template.print('</font></p>');
}
template.print('<font face="helvetica">');
var backgroundColor = 'background-color: #278efc;';
var border = 'border: 1px solid #0368d4;';
var color = 'color: #ffffff;';
var fontSize = 'font-size: 16px;';
var fontFamily = 'font-family: Helvetica, Arial, sans-serif;';
var textDecoration = 'text-decoration: none; border-radius: 3px;';
var webKitBorder = '-webkit-border-radius: 3px;';
var mozBorder = '-moz-border-radius: 3px;';
var display = 'display: inline-block;';
var padding = 'padding: 5px;';
if (email_action.name == "Incident Survey") {
color = 'color: #343d47;';
backgroundColor = 'background-color: #e6e8ea;';
border = 'border: 1px solid #bdc0c4;';
}
template.print('<a href="' + link + '"');
template.print('style="' + backgroundColor + border + color + fontSize + fontFamily + textDecoration + webKitBorder + mozBorder + display + padding);
template.print('">');
template.print(gs.getMessage('Take me to the Incident'));
template.print('</a>');
template.print('</font>');
template.print('<br><br>');
template.print('<p><font size="3" color="#808080" face="helvetica">');
template.print('Thank you.');
template.print('</font></p>');
})(current, template, email, email_action, event);
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