Copy/paste of incident link will send enduser to backend

[priisholm]

Hi guys

When the ITIL user copy/paste an incident number from the list/view.. add that (url) number to an email and send it, it will be possible for end users (without role) to enter the backend (or self service backend) instead of the Service Portal.

Eg.

INC0022517 and the URL behind that will be something like this:

https://xxxxxxxxx.service-now.com/incident.do?sys_id=c3d55e92db318300e22bf9d10f96191e&sysparm_view=

Is it possible to:

1. Redirect to /SP instead

or

2. Remove the possibility to make copy/paste

or

..

BR

Soren

[Chuck Tomasi]

I haven't tried this for Service Portal, but it used to work for CMS. It's worth a try. Let me know what you find.

Content page links in email notifications

[priisholm]

Hi Chuck

I know what you mean when you use "servicenow.com/ess ... " in your notifications, because here you are in control

But in my case, the ITIL-user just mark the "INC0022517" (in the incident-list/view), copy it and paste it into an email, and send it to an end-user.

Br
Soren

[Chuck Tomasi]

If they are copying/pasting it from the list, they are going to get the HTML which includes the link. There's not much you can do about some copying and pasting a link in to an email. That's not related to ServiceNow at all.

What you can do is use the Service Portal configuration (or a installation exit) to determine if they don't have any roles and direct them to the service portal automatically. I wish I had some details on this. I know it has been discussed in the community, but I don't have it handy.