Link from email notification does not take me to incident

[SParker12]

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? 

[Dr Atul G- LNG]

Hi @SParker12 

You can check in your PDI and cross check your code 

[SusanWinKY]

Some questions to ask to help you troubleshoot this:

What is the URL behind the "View request" button? You can get that by opening the email, right clicking on the button, and selecting "Copy link address" in Chrome or whatever the equivalent of that is in other browsers.

I expect the URL will be something like:  https://<InstanceName>.service-now.com/<ServicePortalURLSuffix>?id=ticket&table=incident&sys_id=<SysIDOfIncident> 

If the user is already logged into the ServiceNow instance and clicks the "View request" button, does it still prompt for a login? Does this instance use SSO or MFA that might be impacting login?

Do other emails sent by this instance behave similarly? If those are working correctly, you could check the links in those emails and compare to this one.

[SParker12]

Yes that's what the URL looks like. It does still asks the user to login even when they're logged in I believe it might be SSO impacting it