Links to pages within portal always directs employees to portal homepage

[Abbie2]

Hello,

We are having an issue that when we send a direct link to a specific page on the Service Portal (e.g the new hire form), it always redirects the employee to the Service Portal homepage, instead of the page in the link. This is happening even when we send the link to an employee on Teams, so I know it isn't an issue with the email notification links.  

This is our SPEntryPage log:

var SPEntryPage = Class.create();

SPEntryPage.prototype = {

    initialize: function() {

        this.logVariables = false; // for debugging

        this.portal = this.getDefaultPortal(); // The URL suffix for default portal

    },

    /***

     *

     * Fetch the default portal suffix

     *

     **/

    getDefaultPortal: function() {

        var gr = new GlideRecord("sp_portal");

        gr.addQuery("default", true);

        gr.query();

        if (gr.next())

            return "/" + gr.getValue("url_suffix") + "/";

        return "/esc/";

    },

    /***

     *

     * Referred to by property: glide.entry.page.script

     *

     **/

    getLoginURL: function() {

        // When requesting a page directly (eg: /problem_list.do)

        // The platform session_timeout.do sets the login page to welcome.do

        // Since we are handling the login, clear that value

        var session = gs.getSession();

        var nt = session.getProperty("nav_to");

        var sPage = session.getProperty("starting_page");

        if (nt == "welcome.do")

            session.clearProperty("nav_to");

        if (!sPage && !nt)

            session.putProperty("starting_page", gs.getProperty("glide.login.home"));

        // Send the user to the portal's login page

        var portalGR = new GlideRecord("sp_portal");

        portalGR.addQuery("url_suffix", this.portal.replace(/\//g, ""));

        portalGR.addNotNullQuery("login_page");

        portalGR.query();

        if (portalGR.next())

            return this.portal + "?id=" + portalGR.login_page.id;

        // Send to the a default login page

        return this.portal + "?id=login";

    },

    /***

     *

     * Referred to by property: glide.entry.first.page.script

     *

     **/

    getFirstPageURL: function() {

        var session = gs.getSession();

        this.logProperties('before', session);

        // has roles and is not a Service Portal page - go to UI16

        var nt = session.getProperty("nav_to");

        var isServicePortalURL = new GlideSPScriptable().isServicePortalURL(nt);

        var redirectURL = session.getProperty("login_redirect");

        if (user.hasRoles() && !redirectURL && !isServicePortalURL)

            return;

        // user may have logged in from a frame, the /login_redirect.do page will bust out of it

        if (!redirectURL) {

            // redirectURL is nav_to

            // if nav_to == "welcome.do" then use starting_page

            var sPage = session.getProperty("starting_page");

            if (sPage && nt == "welcome.do")

                nt = sPage;

            // Avoid a redirect loop to the home page

            var ep = gs.getProperty("glide.login.home");

            if (nt) {

                if (ep == nt)

                    nt = null;

            }

            // PRB726860: if page is still welcome.do, go to glide.login.home preserving frameset

            if (nt == "welcome.do") {

                session.putProperty("nav_to", ep);

                return;

            }

            session.putProperty("login_redirect", nt || "true");

            return "/login_redirect.do?sysparm_stack=no";

        }

        session.clearProperty("login_redirect");

        session.clearProperty("nav_to");

        var returnUrl = this.portal;

        if (redirectURL && redirectURL != "true") {

            var spUrl = new GlideSPScriptable().mapUrlToSPUrl(redirectURL);

            returnUrl = spUrl ? this.portal + "?" + spUrl : redirectURL;

            if (!user.hasRoles() && !spUrl && redirectURL.indexOf("home_splash.do") > -1)

                returnUrl = this.portal;

        }

        this.logProperties('after', session);

        if (!this.logVariables) {

            gs.log('redirectURL: ' + redirectURL);

            gs.log('User: ' + user.getName());

            gs.log('is internal: ' + (!user.hasRoles()));

            gs.log('returnUrl: ' + returnUrl);

        }

        return returnUrl;

    },

    logProperties: function(beforeOrAfter, session) {

        if (!this.logVariables)

            return;

        gs.log('SPEntryPage: Redirect ------------------------------- ' + beforeOrAfter);

        gs.log('session.starting_page: ' + session.getProperty("starting_page"));

        gs.log('session.nav_to: ' + session.getProperty("nav_to"));

        gs.log('session.login_redirect: ' + session.getProperty("login_redirect"));

        gs.log('gs.fURI: ' + session.getURI());

    },

    type: 'SPEntryPage'

};

Please can somebody help on how we can get employees to always direct to the specific link we have sent?

Thanks

Abbie