Service Portal Content link for incidents and Requested items

JR Guieb · ‎01-09-2017

We are using the Service Portal for our ESS users and we have created email notifications with instructions in the bottom that will take our end users to the Service Portal homepage with instructions on how to find their incidents or requested items.

The reason why we setup it up this way instead of using the ${URI_REF} in the email notifications is because the ${URI_REF} will take the user to our non-service portal side for our instance.

What I am trying to do is to have a way to have a link take them directly to their incident or requested item in the Service Portal. I looked in the Docs and found this link: Link to content pages but using ${CMS_URI+ess/incident_detail} doesn't take them to the Service Portal it takes them to the ESS page. I modified it to ${CMS_URI+sp/incident_detail} but that doesn't work it just gives me an error saying "The page you are looking for could not be found".

How do I modify this ${CMS_URI+ess/incident_detail} so it will take the user to their incident or requested item in the Service Portal?

dvp · ‎05-16-2017

Here is the mail script

var url = '';

if(current.getTableName() == 'sc_request')

url = '<a href="' + gs.getProperty('glide.servlet.uri') + 'sp?id=sc_request&table=sc_request&sys_id=' + current.sys_id + '">' + current.number + '</a>';

else if(current.getTableName() == 'sysapproval_approver')

url = '<a href="' + gs.getProperty('glide.servlet.uri') + 'sp?id=approval&table=' + current.getTableName() + '&sys_id=' + current.sys_id + '">' + Link + '</a>';

else

url = '<a href="' + gs.getProperty('glide.servlet.uri') + 'sp?id=ticket&table=' + current.sys_class_name + '&sys_id=' + current.sys_id + '">' + current.number + '</a>';

template.print(url);

And in email notification call the mail script as belo

Click here to view : ${mail_script:NAME_OF_MAIL_SCRIPT}

View solution in original post

dvp · ‎01-09-2017

I'm not sure if there is OOB URI that can provide you the needed functionality.

But you can achieve this simply by using a mail script with the below url

sp?id=ticket&table=incident&sys_id=1212c3030f883200e1f30dbce1050e6b all you need to do is pass the table and sys_id of the record dynamically so that you can use the same mail script for Request items too

JR Guieb · ‎01-09-2017

How do I pas the table and sys_id dynamically?

dvp · ‎01-09-2017

in mail script use

current.getTableName() and current.sys_id

JR Guieb · ‎05-15-2017

Hi DVP

I am not so great in scripting. How would i script this in the mail script.