URL is getting Updated after clicking in notification

[learnerJohns]

i have created a notification & there i have added a hyperlink 

Users URL which I have updated on the hyperlink in notification : https://XXXXXX:0000/sap(bD1lbskljdlasxMCZkPW1pbg==)/bc/bsp/sfp/crm_ui_start/default.htm

But When i click on the notification then it goes to ->
https://XXXXXX:0000/sap%28bD1lbiZjPTAxMCZkPW1pbg==%29/bc/bsp/sfp/crm_ui_start/default.htm

( -> %28
) -> %29

above () is getting replaced with %28 & %29

Can you please guide me what can I do here

[Tanushree Maiti · Accepted solution]

Hi @learnerJohns 

Instead of hardcoding the URL directly in the HTML source, consider using a ServiceNow Notification Email Script to dynamically construct and inject the URL and related variables. This approach is more maintainable and helps avoid issues where the HTML editor automatically modifies or escapes special characters, such as parentheses.

"If you wish to have a straight forward method of providing a link to a record or referenced record within your Email Notification, then you can utilise ${URI} and ${URI_REF}. However if you wish for more flexibility to customise how the link to the record should be constructed (ie. hyperlink text, instance/custom url, additional parameters, etc) then you can utilise getLink() within your Email Script."

Refer: KB2527312 URI vs URI_REF vs getLink() 

https://servicenowguru.com/email-notifications-system-definition/email-links-uri-uriref/

[learnerJohns · Accepted solution]

Tried all, but nothing worked.. not sure what i missed.

Any other suggestions ?

[Tanushree Maiti · Accepted solution]

Hi @learnerJohns 

Instead of hardcoding the URL directly in the HTML source, consider using a ServiceNow Notification Email Script to dynamically construct and inject the URL and related variables. This approach is more maintainable and helps avoid issues where the HTML editor automatically modifies or escapes special characters, such as parentheses.

"If you wish to have a straight forward method of providing a link to a record or referenced record within your Email Notification, then you can utilise ${URI} and ${URI_REF}. However if you wish for more flexibility to customise how the link to the record should be constructed (ie. hyperlink text, instance/custom url, additional parameters, etc) then you can utilise getLink() within your Email Script."

Refer: KB2527312 URI vs URI_REF vs getLink() 

https://servicenowguru.com/email-notifications-system-definition/email-links-uri-uriref/

[learnerJohns · Accepted solution]

Tried all, but nothing worked.. not sure what i missed.

Any other suggestions ?

[Ankur Bawiskar · Accepted solution]

@learnerJohns 

how is the link added? directly in message HTML or via email script?

share that

Also that link is for which record?

Looks like it's an external URL