Hyperlink will not work since OOB attributes which makes show you tinyMCE editor are not configured for template body field on response template table.
Follow below steps to add tinyMCE editor for template body field
- Go to dictionary of template body column on response template table.
https://dev41006.service-now.com/nav_to.do?uri=%2Fsys_dictionary.do%3Fsysparm_query%3Dname%3Dsn_templated_snip_note_template%5Eelement%3Dhtml_script_body%26sysparm_query_encoded%3Dname%3Dsn_templated_snip_note_template%5Eelement%3Dhtml_script_body%26sysparm_referring_url%3Dsn_templated_snip_note_template.do%3Fsys_id%3D148950212f4ce8101d84d2172799b630@99@sysparm_record_rows%3D1@99@sysparm_record_target%3Dsn_templated_snip_note_template@99@sysparm_nostack%3Dtrue@99@sysparm_record_list%3Dtable%253Djavascript%253Anew%2Bsn_hr_core.hr_CaseAjax%2528%2529.getAllHRCaseTables%2528%2529%253B%255EORtable%253Dsn_hr_core_task%255EORDERBYname@99@sysparm_record_row%3D1%26sysparm_view%3Dadvanced%26sysparm_view_forced%3Dtrue
- Add below attributes to template body column and save changes.
convert_urls=false,serializer=com.glide.script.TranslatedTextXMLSerializer,tinymce_toolbar1=true,editor.height=300,editor.plugins=table colorpicker textcolor link image media codemirror lists advlist fullscreen charmap directionality emoticons hr insertdatetime nonbreaking pagebreak print searchreplace wordcount anchor toc codesample visualblocks visualchars compat3x autolink align_listitems,editor.toolbar= fontselect fontsizeselect | bold italic underline strikethrough forecolor backcolor pastetext removeformat | formatselect searchreplace undo redo | bullist numlist outdent indent alignleft aligncenter alignright | toc table link unlink image media codesample | code fullscreen,encode_utf8=false,serializer=com.glide.script.TranslatedTextXMLSerializer
- After doing this, the template body column will start showing TinyMCE editor which you can use add hyperlink just like the way you do in knowledge articles.
Regards,
Sachin
