How to add a link to an incident template?

[yltsai]

To all experts,

We are using Helsinki.

There is a requirement. It asked me to create an Incident template, so the team can apply the template to the incident.

There is a link which should be inserted to the customer notes field. But the link did not turn out as expected.

It only links to part of path and left the rest as a common text. It dues to a white space in a folder's name.

I tried with %20 to replace the white space but it did not work.

http://mycompany/IT/security/Shared%20Documents/documentname.docx

I also tried the "Copy the hyperlink" and pasted into the template work note. It still did not work.

http://mycompany/IT/security/Shared Documents/documentname.docx

Below is how the link displayed in the emails to the customers.

http://mycompany/IT/security/Shared Documents/documentname.docx
It stops at Shared.

How can I make the link all the way through to docx?

Below is a screenshot from my incident template for the part of customer notes for your reference.

I appreciate your helps.

[abhishekdash]

Hello yltsai,

Can you try something like this below:

Here is what I have used on worknotes:

Please use below link:

[code]<a href ="http://mycompany/IT/security/Shared Documents/documentname.docx" target="_blank"> Click Here</a>[code]

Hope this helps.

Thanks,

Abhishek

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[abhishekdash]

Addition:

Here is how I received the email:

Here is the link on the browser when I click on the link:

Thanks,

Abhishek

[yltsai]

Abhishek,

I applied your suggestion. My issue is not resolved.

In the Work notes, all the tags are displayed when I applied the template.

When I looked at the email that a caller would see, it shows all the tags and the clickable link is inside the <a> tag rather than the Document.

[code]<a href="http://mycompany/IT/security/Shared Documents/documentname.docx" target="_blank">Document link</a>[code]

Any suggestions?

Regards,

[abhishekdash]

Which version of ServiceNow you are in?

Can you please update the screenshot of the work notes after the incident is submitted and also the screenshot of the email received.

Also, try using a close tag for the code and see if it works:

[code]<a href="http://mycompany/IT/security/Shared Documents/documentname.docx" target="_blank">Document link</a>[/code]

Here is how it looks like for me when I add the template and post the link:

Thanks,

Abhishek