Portal hyperlinks via email

[Brendan Hallida]

Hi all,

We would like to have emails going to the end users contain the portal link to their request / incident.   I am using email notifications.

The actual link that we have is the following:

Incident:

http://<instance>.service-now.com/sp?id=ticket&table=incident&sys_id=22b899754f112240f5333d501310c786

Request:

http://<instance>.service-now.com/sp?id=sc_request&table=sc_request&sys_id=9350c9f14fddee00f5333d501310c715

I have been doing some research, and found a lot pointing towards this wiki entry: Scripting for Email Notifications - ServiceNow Wiki

That entry has helped my understanding, however it is old and is referring to the ESS page.  

With the code that it suggests, it seems to always add incident.do?sysparm_document_key=incident in the code.

For example:

${CMS_URI+sp?id=ticket&table=incident}

https://<instance>.service-now.com/sp?id=ticket&table=incident.do?sysparm_document_key=incident,619dac624f09ea00f5333d501310c769

I know that I am missing something, hopefully someone out there can easily identify it.

Thanks in Advance!

Brendan

[Brendan Hallida]

Anyone have any ideas?

[dhasselquist · Accepted solution]

In our own instance I included Service Portal links by using an email notification script, the contents of which looks like:

(function runMailScript(/* GlideRecord */ current, /* TemplatePrinter */ template,
/* Optional EmailOutbound */ email, /* Optional GlideRecord */ email_action,
/* Optional GlideRecord */ event) {
   var url = '<a href="' + gs.getProperty('glide.servlet.uri') + 'sp?id=ticket&table=' + current.sys_class_name + '&sys_id=' + current.sys_id + '">Link</a>';
   template.print(url);
})(current, template, email, email_action, event);

I can then reference this in email notifications/templates by: ${mail_script:service_portal_link}

Note: The syntax highlighting looks a little off in the code snippet above, but you get the idea. I also replaced the name of our portal with "sp" to remain consistent with your example above.

[Brendan Hallida]

Wow, thanks Dylan!

That worked a treat.

Cheers,

Brendan!

[Troya1]

But after clicking the link, was the user taken into the portal DIRECTLY to the ticket?  

We are having problems with them only getting to the Portal Welcome screen after logging in after clicking the link.