Open email approval links in service operations workspace servicenow

saint
Tera Expert

3 hours ago

Hi Experts.

 

Currently my approval emails opens in native UI when user click to review the record from email links. How can i configure the links to open SOW instead.

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johnsmp
Giga Guru

3 hours ago - last edited 3 hours ago

Hi @saint ,

Please refer to this post which has guidance: https://www.servicenow.com/community/incident-management-sow-forum/link-to-workspace-records/m-p/283...

 

Create a Mail Script

  1. Navigate to System Notification > Email > Notification Email Scripts.
  2. Click New.
  3. Give it a name (e.g., getWorkspaceURL).
  4. Add the following script (example for Agent Workspace😞
 
var agentURL = '<a href="' + gs.getProperty('glide.servlet.uri') +
'now/workspace/agent/record/' + current.getTableName() + '/' + current.sys_id +
'">Click here to view in Workspace</a>';
 
template.print(agentURL + "<br />");
  1. For Service Operations Workspace (SOW), replace:
    /now/workspace/agent/record/
    with:
    /now/sow/record/

Add the Script to a Notification

  1. Open your notification: System Notification > Email > Notifications.
  2. In the Message HTML field, call the mail script:
${mail_script:getWorkspaceURL}

✅Alternative (Xanadu Release & Later)

If you're on the Xanadu release, you can use the built‑in ITSM Notifications Redirection plugin
(com.snc.itsm.notifications_redirection), which automatically redirects standard platform URLs to Service Operations Workspace (SOW).

Be sure the following system property is enabled:

sow_email_notification_redirect = true

This removes the need for a custom mail script.

Regards,
Johns M P
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