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‎04-04-2017 07:15 AM
When links are sent from ServiceNow to a non-itil user, they click they link and it takes them to the Service Portal and not directly to the record that they clicked. We can workaround this with Incidents because open Incidents show up in the user's portal. However, there are some records (like Surveys) that don't show up on the Service Portal so users are unable to get to them.
I need to know if there is a system setting or script I can check to allow these users to go directly to the record they are clicking.
Solved! Go to Solution.
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‎04-17-2017 10:14 AM
We identified the issue. When we went live, we were on an early patch of Helsinki. The consultant group we worked with wrote a custom login script to get around an issue with the version we were on. As part of the quarterly patch program, our instance was upgraded and the custom script was causing this issue. Once we went back to the out of box login script, we no longer had this issue. Thanks for the response.
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‎10-02-2020 10:46 AM
Hi Troya, Could you please give a brief explanation of what you did. esp the 2nd point.
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‎04-17-2017 10:14 AM
We identified the issue. When we went live, we were on an early patch of Helsinki. The consultant group we worked with wrote a custom login script to get around an issue with the version we were on. As part of the quarterly patch program, our instance was upgraded and the custom script was causing this issue. Once we went back to the out of box login script, we no longer had this issue. Thanks for the response.
