Hi all,
I'm currently reviewing the out-of-the-box behavior of the Script Include EmailNotificationRedirectionSNC in relation to the sow_email_notification_redirect system property.
According to the documentation, enabling this property should redirect email notification links to Service Operations Workspace (SOW) only for users with the sn_sow_user role. However, I’ve observed that:
- The
getRedirectionURL() method within the Script Include uses gs.hasRole('sn_sow.sow_user'), which evaluates the current session user, not the actual recipient of the notification.
- When used within a mail script (e.g., via
template.print()), this means the redirection logic reflects the role of the person triggering the notification—potentially a system user or admin—not the recipient.
- In testing, users without the
sn_sow_user role still received links redirecting to SOW, which seems to contradict the documented intent.
I'm wondering if this behavior is as designed, possibly assuming that most notification recipients (e.g., ITIL users) inherently have SOW access. Or is this a case where the logic should instead evaluate the recipient’s role directly during email composition?
Has anyone else encountered this? Is there an official stance from ServiceNow on whether the recipient role should be considered during link generation?
Thanks in advance!
