Question: Auto-populate variables based on an email link

[yltsai]

To all experts,

Here I am again to search for answers to a request.

There is a Record Producer to generate records for all training requests.

There is an email sent to the manager to ask him/her to submit a detailed request (a catalog item). The detailed request will be reviewed by several groups in the enterprise.

The email to the requester's manager contains the Training ticket number, requester name, date, location, and manager's information. Also it sends the link of the new blank Detailed request catalog item.

Below is the email contents.

Please use the information below and click <a href="some link here" >the link to access Training Request Details</a>.

Number: ${u_number} (from the based training request record)

Full name: ${u_full_name}

Employee ID: ${u_employee_id}

Start date: ${u_training_start}

Date end: ${u_date_end}

Title: ${u_associate_title}

Manager: ${u_manager}

Cost center: ${u_cost_center}

Location: ${u_location}

Department: ${u_department}

The requirement states when the manager click the link in the email to fill out a new detailed request all information in the email should be auto-populated. The manager can just fill out the rest details in a new catalog item. How can I achieve the requirement?

I looked at few posts in the ServiceNow wiki and online articles I tried but it did not do anything. So, I am not sure if that is what I am looking for.

Please advise.

[Michael Ritchie]

What is the exact URL in your emails?   Is sys_myparm populated?  

[yltsai]

Below is what shows in the email body when I looked into the email log.

<a href="https://mycompany.service-now.com/nav_to.do?uri=/com.glideapp.servicecatalog_cat_item_view.do%3Fv%3D...HRNH0001028">the link to access Training Request Details</a>.

The sys_myparm is there. So, it puzzles me why the alert message did not get the parameter.

I even tried to use ${sys_id} but it still did not return any parameter value.

[Michael Ritchie]

The use of "nav_to.do" in the URL doesn't even load my record producer in my demo instance, the following works for me though:

https://mycompany.service-now.com/com.glideapp.servicecatalog_cat_item_view.do?v=1&sysparm_id=3f1dd0320a0a0b99000a53f7604a2ef9&sys_myparm=HRNH0001028

I also noticed in your email your & are encoded in the beginning but for sys_myparm you are using '=' so you should consider being consistent there as well.

[yltsai · Accepted solution]

I tried few more code and parameters fixes in the past couple days and I have resolved the issue now.

I removed the default value of the ticket number and decoded the sys_myparm in %26sys_myparm%3D format.

The default value was overlooked.

Thank you, Michael.