Title: How to prevent sys_id from being appended to sysparm_tiny URLs?

[akshaybabar]

Hi Community,

I’m working with Customer Service Case (sn_customerservice_case) records and using tiny URLs (sysparm_tiny).

In some cases, ServiceNow generates a clean URL like:

sn_customerservice_case.do?sysparm_tiny=XXXX

But in my instance, the tiny URL is automatically expanded with additional parameters:

https://<inst-name>.service-now.com/sn_customerservice_case.do
?sysparm_tiny=1vdd9nhNti7LRCOBPsvXRtlEmn3Ab5Cc
&sys_id=06ec395583ae7210c0815d70deaad306
&sysparm_record_row=2

Requirement:

• Store and use only sysparm_tiny

• Prevent sys_id and sysparm_record_row from being appended

• Resolve the case internally from the tiny URL mapping

Questions:

1. Is there a supported way to stop ServiceNow from appending sys_id and sysparm_record_row to a tiny URL?

2. Is there any system property or configuration that controls this behavior?

Thanks in advance!

[Its_Azar]

Hi there @akshaybabar 

This is expected and by design in ServiceNow, and unfortunately there isn’t a switch or property to change it.

[akshaybabar]

Hi Azar, thanks for the clarification 

One additional point I wanted to share:
We’ve observed that in another (older) ServiceNow Classic UI instance, the case form still opens correctly using only sysparm_tiny, without appending sys_id or other parameters, for example:

https://<instanceName>.service-now.com/sn_customerservice_case.do?sysparm_tiny=yi3aj4SevTmVNI8Wpal0b...

This URL continues to work even now and opens the case with complete ticket details.

Because of this, we were curious whether this behavior depends on platform version, UI framework, or some legacy handling in Classic UI, even though the current behavior is by design.

Thanks again for the confirmation and for your help.