Modify provider notification for at-mentioned

[archie5]

Hi,

I have created a provider notification which runs on live_notification table and routes itil users to SOW. However, when they click on You have been mentioned, they see an error on the SOW page - Security constraint.  It does go back to SOW but the url remains that of live_notification if you see below.

Is there a way to modify the content of the provider notification to route the users purely to SOW without having to navigate to live noti table first? If not, is it ok to create an acl to allow itil users to view this table (we'll add a condition to read only if they they are mentioned)? Does it have any performance impact?

[SANDEEP DUTTA]

Hi @archie5 ,

Please follow this video :https://www.youtube.com/watch?v=FpuHbm2GgOA

[Community Alums]

1. hange the notification link to go directly to the SOW record:

• Instead of linking to the live_notification record, build the link in the notification email or message to open the actual record in SOW that the notification is about..

• Usually, the live_notification table has a field like document or record that points to the original record.

• Use that reference in your notification content URL.

ex:

/nav_to.do?uri=incident.do?sys_id=${document.sys_id}

or 

/nav_to.do?uri=sc_req_item.do?sys_id=${document.sys_id}

1. If you cannot avoid linking to live_notification table:

• You can create an ACL on the live_notification table to let itil users read the records only when they are mentioned.

• Add a condition in the ACL script that checks if the current user is mentioned.

• This is OK and won’t cause big performance issues if ACL is written carefully and only allows read access.

• But generally, it’s better to avoid exposing system tables like live_notification to many users.