Link from email notification does not take me to incident

SParker12
Tera Contributor

‎12-13-2023 11:41 AM

Hello,

 

I've been working with a customer on their email notifications and I noticed that when a user creates an incident and they receive the "We received your request" email the view the request icon/link on the email template does not take the user directly to incident. It takes them to a login page and when the user does login they get username/password is invalid. But it is the correct login info. How can I go about fixing this? 

 

SParker12_0-1702496422118.pngSParker12_1-1702496456678.png

 

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Tony Chatfield1
Kilo Patron

‎12-13-2023 11:52 AM

Hi, unfortunately a couple of partial screenshots provides no details that allow the community to review\assess your issue. Assuming that the email was triggered via a 'Notification' ?
I would start by finding an impacted email in the sent mailbox, at the bottom of the email message should be a related list showing email log details for the message. log messages will identify the 'name' and sys_id of the notification that was triggered. IE
Notification 'name of your notification' (sys_id of your notification) included recipients.........

You can then review the notification, identify your issue and resolve it.

 - Based on your screenshot the triggered notification appears to be for a 'request', yet the number shown indicates the record is from the incident table.

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SParker12
Tera Contributor
In response to Tony Chatfield1

‎12-13-2023 12:20 PM

Hi Tony,

 

Not sure if you get what I'm trying to ask. When users receive the "we received your request" email notificaion and they click on the view request. The link does not take them directly to their incident page (attached). Does it have something to do with the reference code? If so, how can I update the link?

 

SParker12_0-1702498788074.png

 

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎12-13-2023 11:55 AM

Hi @SParker12 

 

Check the reference code in OOTB notification

 

https://INSATNCENAME.service-now.com/now/nav/ui/classic/params/target/sysevent_email_action.do%3Fsys_id%3D0d539c30c0a80164013cc05fcf7e5573%26sysparm_record_target%3Dsysevent_email_action%26sysparm_record_row%3D2%26sysparm_record_rows%3D29%26sysparm_record_list%3Dactive%253Dtrue%255EcollectionCONTAINSincide%255EORDERBYorder

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SParker12
Tera Contributor
In response to Dr Atul G- LNG

‎12-13-2023 11:58 AM

HI, 

 

How can I check the reference code? Am I able to update it?

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