Need to creation Escalation URL to display in the Notification

[Imran4]

Hi community, 

I want to create a notification where user can escalate the if the service wasn't good. I want to give it as Click Here Link so that when user click on that, it should route the user to the Customer Portal's Escalate Popup Window of the related ticket. Can this be done? My architect was saying that, there might be SSO login issues. User should be logged in to customer portal before clicking on the escalate link in the notification. What is the best approach that I can follow to fulfill this requirement. Any thoughts? Thank you.

[Vishal Jaswal]

Hello @Imran4 

You should be able to achieve this via Deep link explained here: https://www.servicenow.com/docs/r/platform-security/authentication/c_AddSupportForDeepLinking.html 

I would recommend you to test the same in a browser where you are not already logged in where you should use the URL of escalate popup for a given sys_id/record. You should be asked for SSO login and via post SSO you should be redirected to that pop-up.

If yes, then you just need to use this in your mail script. For mail script assistance, you can reach out to community or update this thread here.

[Tanushree Maiti]

Hi @Imran4 ,

Try this,

1.You can try with  a server-side script to generate the exact destination URL.

1. Navigate to System Notification > Email > Notification Email Scripts and click New.
2. Name it something like escalate_ticket_portal.
3. Paste the following script, replacing sp by your portal nem

(function runMailScript(current, template, email, email_action, event) {

        var portalUrl = gs.getProperty('glide.servlet.uri') + 'sp?id=ticket&table=' + current.getTableName() + '&sys_id=' + current.sys_id;

        var deepLink = portalUrl + '&is_escalate=true';

        var linkText = "Click here to escalate this ticket";

    template.print('<a href="' + deepLink + '">' + linkText + '</a>');   

})(current, template, email, email_action, event);

1. Call the Script from your Notification : call your email script using this syntax:
   ${mail_script:escalate_ticket_portal}