---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Email notification redirection

# Email notification redirection for incidents and major incidents {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
You can redirect users from email notification links to incident or major incident records in Service Operations Workspace (SOW) instead of the UI16 interface of Incident Management or Major Incident Management.

## Email notification redirection for Incident Management {#email-notif-redirt-inci-major-inci__section_a3b_k5r_ydc}

In incident email notifications, you can decide where the links to an incident record are redirected. Instead of an incident record automatically opening in the UI16 interface in Incident Management, the record can be opened in SOW.  
The ITSM Notifications Redirection (com.snc.itsm.notifications_redirection) plugin is installed and activated automatically to support this behavior. The incident record link in an email notification opens in SOW only if you have the sn_sow.sow_user role and any of the following conditions are met:

* The Redirect SOW Email notification (sow_email_notification_redirect) property is set to <kbd class="ph userinput">true</kbd>. Setting this property to true enables the email redirection behavior for all tables including incident.
* You can create the Redirect SOW Email notification for Incident Management (sow_email_notification_redirect.incident) property and set it to <kbd class="ph userinput">true</kbd> to enable the email redirection behavior specifically for the incident table. This property, if created and set, overrides the Redirect SOW Email notification (sow_email_notification_redirect) base system property.
{#email-notif-redirt-inci-major-inci__ul_fz1_n5r_ydc}

## Email notification redirection for Major Incident Management {#email-notif-redirt-inci-major-inci__section_vl1_1vr_ydc}

In major incident email notifications, you can decide where the links to a major incident record are redirected. Instead of a major incident record automatically opening in the UI16 interface in Major Incident Management, the record can be opened in SOW.  
The ITSM Notifications Redirection (com.snc.itsm.notifications_redirection) plugin is installed and activated automatically to support this behavior. The major incident record link in an email notification opens in SOW only if the following conditions are met:

* The Redirect SOW Email notification (sow_email_notification_redirect) property is set to <kbd class="ph userinput">true</kbd>. Setting this property to true enables the email redirection behavior for all tables including major incident.
* The Redirect SOW Email notification for Major Incident Management (sn_major_inc_mgmt.sow_email_notification_redirect.mim) property is set to <kbd class="ph userinput">true</kbd>.
* You have the sn_sow.sow_user role.
{#email-notif-redirt-inci-major-inci__ul_qzk_dvr_ydc}