Link in mail shows cart as invalid

[swapnil15]

Hi All,

I have implemented a Joiner process for a customer. The HR fills in the new joiner form, RITM is created, End users work on this RITM and once they resolve it - a notification is sent to the user on the watchlist (Mostly the line manager). Now, the manager gets the mail as below:

Once the manager clicks on 'Application and Access Requirement', it will redirect him to another form where the name of the new user populates automatically:

I have used BR to get the dynamic URL, catalog client script to set the name on the URL. All works fine.

Ask - When the manager clicks on the link it gives below error :

I impersonated manager and other customers but it didnt showed me error. But the manager is getting this. The know reason I could get is - when manager clicks on link, it opens up the URL in new browser where in the session is not active and the same error is seen. If the link is copied and pasted in the window(browser) where in the SNOW session is active, it doesnt give error. 
Now, the end users doesnt have the session active all the time. Is there any other approach I can follow to eliminate this error. Or I may be wrong with this reason and there can be other reason for this error as well.

Thanks.

[Ankur Bawiskar]

@swapnil15 

seems there is some user criteria on that catalog item which is restricting viewing that catalog item

the user's session should be active i.e. user should be logged into the instance then only redirection and auto population will happen

If my response helped please mark it correct and close the thread so that it benefits future readers.