It is common to configure notification templates in Service Manager to include links back to the portal which will go directly to a particular items.
Work Items
The format of the URL is different depending on the type of work item as follows:
Incident URL
Service Request displaying a Manual Activity
Note: Using a port is optional (I.E. http://scsm2016:4567). If you set up the portal web site on port 80 (http) or 443 (https) then you do not need to include the port number in the URL.
By passing a query string parameter, URLs can default to showing a particular tab on a Service Request, Incident, or Change Request form like this:
http://scsm2016[:port]/ServiceRequest/Edit/?tab=activities
The parameter value 'activities' in this case is the id of the tab as defined in the form JSON. Custom tabs can also be displayed this way by using the id of the custom tab.
It's possible to include web links to activities and work items in emails. This is done by utilising the insert option in a notification like so:
https://scsm2016[:port]/Activity/Edit/$Context/Property[Type='CustomSystem_WorkItem_Library!System.WorkItem']/Id$"
Note: In the example given above: http(s)://servername[:port]/Activity/Edit/<ID> you will need to define the variable <ID> as such: $Context/Property[Type='CustomSystem_WorkItem_Library!System.WorkItem']/Id$ to where your link will look.
The variable can be inserted by clicking the insert option on the Notification Template design as shown below:
By clicking the insert option you will be presented with a list of variables to choose from. Based on this example you will want to chose the variable string associated to the workitem id:
Service Catalog
You may also want to direct people to particular request offerings in the service catalog. Each request offering form has a unique URL which looks like this:
http(s)://servername[:port]/ServiceCatalog/RequestOffering/d11bd33d-471e-879b-a92b-43e879a4dae8,808a7831-1c23-6a78-d323-2ec87041df5f
The first GUID (highlighted in yellow) is the service offering ID that contains the request offering and the second GUID (highlighted in green) is the request offering ID.Â
Knowledge Articles
You can also direct people to a particular knowledge article via a URL. This is the format if you are using the RTF knowledge base provided out of the box in Service Manager:
If you are using the HTML Knowledge Base you can point people to a knowledge article like this:
http://servername[:port]/KnowledgeBase/View/####
For example:
http://myserver:8081/KnowledgeBase/View/1234