Link to Workspace Records

[DenishaLias]

I am creating email notifications and they require a link to be inside of the email to redirect users to the workspace instead of the classic UI. I have tried linking different fields but now I am stuck. Any help would be greatly appreciated. 

Use Case: 

The agent received an email notification that they had been assigned an incident 

Click the incident number and navigate to the record in the workspace, not the classic UI

[Allen Andreas]

Hi,

Please refer to this post which has guidance: https://www.servicenow.com/community/itsm-forum/email-notifications-incident-and-requests-links-to-a... 

[dbook]

With Xanadu this is a simple process, use this rather than a custom solution if you are on Xanadu! 

Procedure

1. Navigate to All > System Notification > Email > notifications.
2. Filter the list of notifications by [Table] [is] [incident].
3. View the list of default notifications for incidents.
4. Click the notification name to view the details.

What to do next

In email notifications, you can decide where the links to an incident record are redirected. Instead of an incident record automatically opening in the classic UI16 interface in Incident Management, the incident record can be opened in Service Operations Workspace (SOW). The ITSM Notifications Redirection (com.snc.itsm.notifications_redirection) plugin is installed and activated automatically to support this behavior. The incident record link in an email notification opens in SOW only if the following conditions are met:

• The Redirect SOW Email notification (sow_email_notification_redirect) system property is set to true.
• The user selecting the incident record link has the sn_sow_user role.

To receive these notifications, the end user must enable notifications. For more information, see Subscription-based notifications.

Source: View incident notifications (servicenow.com)