SOW - email link redirect not working as expected

[KevinConsultant]

Issue:

The System Properties to enable email link redirect to SOW for sow_users have been created and set to 'true'

When a user with the role name 'sn_sow.sow_user' clicks on the link they are directed to the UI16 GUI not the SOW as expected. See the details below.

Any advice on troubleshooting steps is appreciated. 🙏

Sample Link:

https://instance.service-now.com/nav_to.do?uri=incident.do%3Fsys_id=d05dc2e93b88be1079a1ed0864e45a37%26sysparm_stack=incident_list.do%3Fsysparm_query=active=true

Background:

• Yokohama Patch 7
• All SOW apps (plugins) installed and up-to-date

[Swapna Abburi]

Hi @KevinConsultant 

You also need to validate if "itsm_record_link" notification email script is used in email notifications or email templates to generate the record link in emails.

if your notifications contain a different mail script, then there is a possibility that the record URL was defaulted to UI16 url.

[KevinConsultant]

Swapna,

The email script 'itsm_record_link' does generate a link - which successfully redirects sow_users to the SOW. However is ALSO redirects snc_internal users to UI16 (*self-serve* view) rather than the Service Portal. 

Isn't there one script / link which is respectful of the recipient's role?

[Swapna Abburi · Accepted solution]

@KevinConsultant 

you should use 'itsm_record_link' only to fulfiller (itil users) notifications. For end user notifications, you can use OOTB notification script "incident_link". Or you can create one email script to take care of both fulfiller with SOW redirection and role-based redirection for end users.

I do not think we have any OOTB notification script with both scenarios covered.

[KevinConsultant]

Thank you we will update the notifications appropriately.