Receiving email notifications with hyperlinks to ServiceNow tickets

Hanook
Tera Contributor

‎02-13-2024 08:03 AM

user has been receiving emails with hyperlinks to tickets in ServiceNow. However, he doesn’t have access to ServiceNow because he is not part of any resolver team.

The issue here is that these hyperlinks should only be sent to assigned agents or engineers who have access to ServiceNow, not to end users how to reslove it.

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3 REPLIES 3

Sumanth16
Kilo Patron

‎02-13-2024 12:26 PM

Hi @Hanook ,

 

I think it is not possible when you are sending the same notification to all users. Create two separate Notifications and add conditions based on user. 

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

 

Thanks & Regards,

Sumanth Meda

 

Thanks & Regards,
Sumanth Meda

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Hanook
Tera Contributor
In response to Sumanth16

‎02-13-2024 08:08 PM

Hi @Sumanth16 

 

Sorry, I didn't quite get that. Can you elaborate?

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎02-14-2024 04:58 AM

Hi @Hanook 

 

As @Sumanth16 suggested, create 2 notification but trigger is different and links appear / not appear.

Trigger:

 

1. If user is 1 or more group

2. If user is no group

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