Open email approval links in service operations workspace servicenow

[saint]

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.

[johnsmp · Accepted solution]

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.

[Ankur Bawiskar]

@saint 

approvers are not agents who require to go to SOW.

Approvers can approve via email or via portal.

it's sufficient for them to use native UI for approval.

Why to complicate?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Ankur Bawiskar]

@saint 

Thank you for marking my response as helpful.

As per community feature you can mark multiple responses as correct.

💡 If my response helped, please mark it as correct ✅ as well so that this helps future readers find the solution faster! 🙏