Ticket number mentioned in an approval notification should redirect to that ticket entry
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03-13-2025 05:36 AM
Hi,
I have a requirement where I have a catalog field which refers to task table so user can select any type of task i.e,
incident,incident task, problem, problem task, change,RITM,catalog task etc. User wants that in an approval notification, sent to user, he/she should be able to click on the selected task number and should be redirected to that task record.
But since these tasks are in different tables, how can we achieve this ask?
Any help or suggestion is appreciated!
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03-13-2025 06:12 AM
Do realize that approvers aren't by definition also granted access to all records, even if they need to approve them. That's why approval records exist.
And as Ankur already said: the OOB notification has the link to a record, so you can take that and adjust it if needed. I just think that you will have a lot of people clicking the link and not ending up on the record, due to access restriction.
Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
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03-13-2025 08:12 AM - edited 03-13-2025 08:13 AM
You can use the variable ${<reference_field_name>.URI_REF} in your email to provide a display value link to the record. So for instance, if your assigned_to user was John Smith, and you inputted ${assigned_to.URI_REF}, the output would be John Smith (hyperlink to sys_user record).
If you instead wanted the text to display LINK, use ${<reference_field_name>.URI}.
If you want to link to the current record, you can just use ${URI} (output: LINK) or ${URI_REF} (output: INC0001234, or whatever the display value of your current record is)
