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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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‎04-04-2017 08:28 AM
Are you using Single Sign-on?
If so, then the problem may be with your SAML configuration.
The links are not authenticated, so when a non-ITIL user clicks the link, they're redirected to the User Portal, then SSO authenticates them, but the redirect coming from the IdP breaks the original link, so they get dropped at the User Portal, authenticated, but without the ability to view the link.
Check here for more information: Service Portal Single Sign On, logins, and URL redirects
-Rob
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‎03-12-2020 11:41 AM
We are also experiencing this issue in New York. After clicking the link, user is taken to portal landing page to login, but is simply brought to the portal homepage instead of being redirected to the link that was originally selected.
I will review the link you posted above. Please provide more insight if I should be looking elsewhere.
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‎04-07-2020 10:48 PM
Hi Troya,
did you have any resolution for this issue, since we have facing in our NEW YORK version too..?
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‎04-17-2020 07:50 PM
Yes!
Also, note that we are using SSO through OKTA.
Here is what support proposed and worked.
Most Probable Cause: 1. Service Portal login page was public.
Solution Proposed: Here are the two changes that I made in order to get the redirect to SSO login page to work:
1. Made the "login" page to be not public
2. Modified the portal to link to the above login page (called "login")
