${URI REF} not working

MStritt · ‎03-02-2021

On our Problem table, we have a notification sent out to the 'Assigned To' user on the Problem. In part of the email (message HTML), we are using ${URI REF}. When clicked, it's taking the agent to their SN Homepage/dashboard instead of taking them directly to the Problem record.

Click here to view Problem: ${URI REF}

MStritt · ‎03-02-2021

I'm curious, instead of using the ${URI_REF} variable, is there a way to configure a different URL/variable? Someone on another thread mentioned replacing "${URI_REF}" with "<a href="sp?sys_id=${incident.sys_id}&view=sp&id=form&table=incident">${number}</a>" In my case, I would use Problem instead of incident. When I tried this, it didn't work.

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User667175 · ‎03-02-2021

Hey @MStritt is it possible for you to screenshot the form?

I've just attempted exactly what Samir said previously and it worked first time.

Config:

Preview:

Problem Form after clicking link:

Cheers,

Mike

MStritt · ‎03-02-2021

When I click on the link, it takes me to my SN Homepage.

Community Alums · ‎03-02-2021

what is the url you see when you hover your mouse over the link?

MStritt · ‎03-02-2021

https://our instance.service-now.com/?uri=problem.do%3Fsys_id=6f5511bfdb83dc1080b23452399619b5%26sysparm_stack=problem_list.do%3Fsysparm_query=active=true

User667175 · ‎03-02-2021

Thanks for the Screenshots @MStritt

If you rightclick >> copy link address on the URI in the preview does it have something like this as the link:

.service-now.com/nav_to.do?uri=problem.do%3Fsys_id=04ce72c9c0a8016600b5b7f75ac67b5b%26sysparm_stack=problem_list.do%3Fsysparm_query=active=true

if it does, then I think something is either redirecting you to the homepage, or something is refreshing on the homepage to keep you there.

As you'll notice if you click the link, the frame loads first, which is the nav_to.do? before loading into the problem record.

Cheers,

Mike