How to force Incident/Request record links to always open in SOW?

[savaliya]

Hi everyone,

I need to ensure that whenever a user opens an Incident, Request, or similar ticket - the record always opens in SOW, not the classic UI.

Right now, links opened from outside SOW still route to the classic view.

What’s the best way to globally redirect these record to SOW?

Thanks.

[Ankur Bawiskar]

@savaliya 

how are they receiving the links via email? how are they clicking?

share some screenshots

[savaliya]

@Ankur Bawiskar

1. User searching via Global Search
   When a user searches using an incident number in the Global Search, the incident opens in the Classic UI. It only opens in the SOW interface if SOW is already open.

2. User clicking a link from an email notification
   I understand that each notification can be configured to open in SOW by using a custom link in the email script. However, I’m wondering if there is a way to enforce that any record link—regardless of where it comes from—always opens in the SOW interface.

[Ankur Bawiskar]

@savaliya 

my thoughts

1. User searching via Global Search
   When a user searches using an incident number in the Global Search, the incident opens in the Classic UI. It only opens in the SOW interface if SOW is already open.  -> I doubt this can be done

2. User clicking a link from an email notification
   I understand that each notification can be configured to open in SOW by using a custom link in the email script. However, I’m wondering if there is a way to enforce that any record link—regardless of where it comes from—always opens in the SOW interface. -> better to discuss with customer and update the links in email, there can't be 1 solution for this i.e. irrespective of where user comes always redirect to SOW

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