Notifications URI_REF are not redirecting to Service Portal.

[crhistopherjuar]

Hi Experts!,

I am having problems with the ${URI_REF} Notifications OotB to redirect to the Service Portal.

Is there a way to change the ${URI_REF}   OotB to redirect the Request Notifications to the Service Portal.

Appreciate your quick response.  

[oharel]

I think you will have to add a link using an email script:

For incident:

https://<INSTANCE NAME>/sp?sys_id=<ticket sys id>&view=sp&id=ticket&table=incident

For service request:

https://<INSTANCE NAME>/sp?id=sc_request&table=sc_request&sys_id=<ticket sys id>

I took that from my personal dev instance.

harel

[ndt13]

In the email notification, you can replace "${URI_REF}" with "<a href="sp?sys_id=${incident.sys_id}&view=sp&id=form&table=incident">${number}</a>"

[ddiroma]

Christopher,

Hopefully you were able to resolve your issue by now. The two replies on here should have definitely pointed in the right direction. I created a mail script called sp_incident_link and called the mail script in the notification by using ${mail_script:sp_incident_link}. The mail script was as follows - this is only the part in the //add your code here section

       // variable html is a link that has the instance property + the ticket form link that points to the incident table with the current sys id and is shown as the Incident number
   var html = '<a href="' + gs.getProperty('glide.servlet.uri') + 'sp?id=ticket&table=incident&sys_id=' + current.sys_id + '">' + current.number + '</a>';
//print the html variable
   template.print (html);

[manishm]

This one has a good solution :

https://community.servicenow.com/community?id=community_question&sys_id=fb948fa9dbd8dbc01dcaf3231f961935