Report with ticket URL included

JB161
Tera Contributor

‎11-01-2019 01:58 AM

Hi, i wanted to try and create a scheduled excel report to show all open incidents for each requester company but rather than have a column to show additional comments, i wanted to display a hyperlink to the ticket via the portal? 

I have added a URL field to the incident table with the following calculation ' "https://instancename.service-now.com/nav_to.do?uri=incident.do?sys_id=" + current.sys_id; ' which seems to work but the users who will need to use this link are non ITIL users and only have access to view tickets via the portal. 

i have tested this by impersonated a non ITIL users to see if the link re directs the user to the portal view but that doesn't seem to work.

Any ideas? 

 

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Jeff Currier
ServiceNow Employee
ServiceNow Employee

‎11-01-2019 06:28 AM

If these users are non-ITIL users, what role(s) do they have?  If they do not have a fulfiller role (and subscription) they can only view their own incidents.  So you may want to consider the licensing implications along with the technical limitations.  Ultimately, if they need to see the incidents, they will need a role which can read them.  That role may not be the ITIL role, but it will likely require a subscription of some sort beyond just a requestor.

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