${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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MStritt · ‎03-02-2021

Yes, that works. Since this is an OOB variable, can this be checked/updated somewhere in SN?

User667175 · ‎03-02-2021

Hey, MStritt can you check the sys_property:

glide.email.override.url
Sets the URL to use in emailed links in place of the instance URL. The URL should end with nav_to.do. An example value is: https://servicenow.customerdomain.com/production/nav_to.do.
Type: string
Default value: Instance URL
Location: Add the property to the System Property [sys_properties] table.

I just checked on my OOB the instance and it's empty, do you have anything in that?

Cheers,

Mike

MStritt · ‎03-02-2021

I do. In our DEV instance, we have https://OUR DEV INSTANCE.service-now.com/. Maybe I need to add nav_to.do after .com/

User667175 · ‎03-02-2021

Judging from the notes above, if you just leave it blank, it should pull through your instance information correctly anyway.

Give it a go and let me know.

Cheers,

Mike

MStritt · ‎03-02-2021

I did add nav_to.do at the end of the value, and it did take me to the problem record from the link.