Redirect ticket number to portal on a SMS notification

[Rairai31]

Hi All,

I have a requirement that when a recipient receives a SMS message about an alert, when he taps on the ticket number it will redirect them to the record in the portal. Is this possible? How can we achieve it? 

Current process: We have created a business rule that when an alert(u_alert) is created, this will trigger the business rule to call a REST Message that will sent a SMS notification to the Stakeholder (which phone numbers are attached to the webhook). We wanted to make the alert number a link to the portal. Thank you.

[olimanalo · Accepted solution]

Hi @Rairai31,

From what I can see, this is not possible to map it on Alert Number. But you can put a dynamic link after description like:

Go to: <"instance_name">.service-now.com/u_alert.do?sys_id=<"sysid_value">

If this Solution worked for you, Please mark Response as helpful & Accept the Solution

Regards,

Oli

[Ratnakar7]

Hi @Rairai31 ,

You can generate ticket URL in business rule and pass it to REST message, you can try below format of URL:

var url='';
url=current.<field name>= 'https://'+ gs.getProperty('instance_name') + '.service-now.com/' + current.getTableName() + '.do?sys_id=' + current.sys_id;

Thanks,

Ratnakar