This article walks you through how we streamlined ticket navigation by ensuring all the urls in now assist enabled teams lead to the Employee Service Center portal. Whether a user is accessing a ticket, clicking a link from a Now Assist response, or opening a catalog item via a Microsoft Teams notification, they are consistently guided to the right destination.
In many implementations, users may land on different portals depending on how they access a ticket or request. This can lead to confusion and a fragmented experience.
With this approach:
- All ticket-related pages are redirected to the Employee Center
- Links shared through Now Assist (including Teams notifications) automatically open in the correct portal
- Catalog item redirections are unified under a single, consistent experience
To enable this smooth redirection, a combination of system properties and URL navigation configurations is used.
System Properties:
Set the value of all the below properties as "esc"
- sn_itsm_va.com.snc.itsm.virtualagent.portal_url
- sp_allow_perf_debug_option_for_portals
- sn_va_teams.copilot_portal
- com.glide.cs.portal_url_mapping.portal.sc_cat_item
- com.glide.cs.portal_url_mapping.portal.kb_knowledge
- com.glide.cs.url_redirect.default.portal
- glide.service_portal.ais_defer_load_enable.list
- sn_now_teams.portal.suffix
- glide.service_portal.ais_defer_load_enable.list
URL Navigations:
STEP 1:
- Open the table "sys_cs_provider_application.LIST" & select the integrated teams channel record.
- Update the default portal as Employee Center.
STEP 2:
- Navigate to All -> Conversational Interfaces -> Channels and Integrations -> Settings -> General -> URL Navigation.
- Update the url value by replacing swp with esc, and set the portal to Employee Center in the Default Fallback URL for Catalog Item URL Mapping.
3. Set the portal as Employee center in the Default portal context to use for sc_cat_item
After setting up the above details, go to Microsoft teams click on ticket button on notification or any redirection buttons in now assist to check if it is navigating to expected portal.
Regards,
Shivani
