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11-07-2019 12:02 PM
Hi all,
We've recently moved all of our non-role users to the service portal and have kept all of our users with roles on the standard UI. I'm looking for a way to allow for our URI_REF links in our email notifications to be able to direct Self-Service users to the correct portal page and view while also being able to have users with roles be directed to the standard UI.
Currently, when a SP user clicks the link in the email they're redirected to the record in the service portal but not the correct page we want to display (see screenshots for clarification). Most of our notifications are sent to multiple users and any of them could be on either our SP or standard UI.
If anybody has any ideas they're greatly appreciated.
- Ryan
Solved! Go to Solution.
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11-08-2019 07:20 AM
So the way I went about this was to create a mail script that would call a script include that would return the URL. You can then check to see if the user has the ITIL role or how ever you are going to decide it and if so send them to platform UI and if not produce a link that goes to the Portal UI. This way you have one notification and depending on role or what ever the links will be different.
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11-07-2019 12:20 PM
You are going to have to create a mail script that generates the correct URL to the page you want.
What you are getting now is the default rendering of the table and record passed along.
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11-07-2019 01:17 PM
What I'm looking for is if it's possible to send the same notification to both a standard UI and portal user that is able to direct them to the correct place in both. I'm trying to avoid having to create a portal version of every single notification in our system.
Or maybe the possibility of evaluating the link after it is clicked and adjusting the URL if it's a portal user then redirecting them without them even realizing. I was hoping somebody has already been through this and could offer some device on the best direction to go.
Regards,
Ryan
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11-08-2019 07:20 AM
So the way I went about this was to create a mail script that would call a script include that would return the URL. You can then check to see if the user has the ITIL role or how ever you are going to decide it and if so send them to platform UI and if not produce a link that goes to the Portal UI. This way you have one notification and depending on role or what ever the links will be different.
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11-07-2019 12:49 PM
Hi,
Please refer to below:
https://community.servicenow.com/community?id=community_question&sys_id=79d187a9db98dbc01dcaf3231f961933
Please mark reply above as Correct if this solved your issue.
Thanks,
Rewanth
