Incident link in email to Incident

[sgmartin]

I've seen posts about email links going to Portal, but that's not what I need.   We're using a SSO for ServiceNow and if we send out a notification for an Incident with the link to the Incident to a user that hasn't logged into ServiceNow yet that day, the link takes them to their Homepage.   Now once they're logged on and they click the link again, it will take them directly to the Incident.   I now SN has it working because when I come in in the morning and have a new email from Tech Support with a link, it takes me directly to the Incident, but it looks like they're using Portal also.   We are using Okta as our SSO just like SN does.   So, I'm not sure if it's something in the way we send the link or we're missing something in our SSO configuration.

[Dave Smith1]

I'm no expert, but that sounds like something in the SSO config.

The fact that they're hitting the right record directly IF they're logged in says that it's not a link problem.   The issue is that SSO is intercepting it, logging them in... but then dumping them to a default page rather than redirecting them to the original (unauthenticated) URL.   I'm guessing that's something to do with SSO not completing its work.

How to fix it? That's outside of my knowledge, sorry - but I'd be interested in the answer!

[SanjivMeher · Accepted solution]

Hi Stanley,

You need to check with your Okta team. They need to setup 'Deep Link Support' for you for your Application, so that if user clicks on the link in email, after login it will take him directly to the incident instead of the Homepage.

[sgmartin]

I've opened a Support Ticket with Okta to get this setup.   So far what we've found out there says that they will have to set it up.   I'll mark this as answered.   Thx.