SCTASK links from outlook when clicked load outdated information in browsers...new issue started Fri

GEM1
Tera Expert

Is anyone aware of an issue with SN that has made links from tasks sent to clients email addresses not work properly? What is happening if the task is updated and the client gets the email and clicks on the SCTASK within their email program (in our case Outlook), it loads on whatever browser they use (tested with Edge and Chrome) then the information that is in the task is not updated. It shows the previous updates, so if the task was created and was work in progress and has since been closed, if the user clicks the link in their email it will show the old updated information. They have to refresh the page to see the current information.  This started happening Friday at noon and was working properly before.  Some users prefer to use Outlook as their source for what to do next instead of checking within ServiceNow.

The URL is NOT changing field values.  When you go into the form and look at the fields then refresh the form the fields are updated to what they should be.  If you go back into Outlook and click that link again it will take you to the same page but now it is updated so the problem is no longer a problem once that specific task is refreshed in the browser.

 

 

1 REPLY 1

Sandeep Rajput
Tera Patron
Tera Patron

@Genna McConn Please refer to this link where a user reported the similar issue https://www.servicenow.com/community/next-experience-forum/forms-loading-cached-old-data/m-p/2397768

 

I recommend you to raise a case with ServiceNow support to get this issue fixed.