This will often happen if you use explicit login as you need to login to get access to the form, but with integrated login it should take you to the right place. I'd take a very careful look at the link they are clicking on to see the contents. Maybe pop it up here?
Thanks for the response.
We use integrated login, and the url to the self service is:
an example link that user are having problems with is:
This is occuring with every link that is emailed though, and once the user is on the Self service home page, if they click the link a second time, it takes them to the correct item.
I'd try putting a ss/object/open rather than /object/open. If you are using process approver, that's an easy chance to try in your test environment by modifying the system setting. If you are using calculations, then you'd have to change those. Just a thought. Also are you using load balancing? I've seen odd effects from time to time until all the LB servers use the same links and the LB has sticky sessions being used. You could also turn on authentication diagnosis on the framework(s) being used and see what pops up in the log file.
We do not use a load balancer, all on a single server.
Using ss/object might be an option, but our analysts use the same link but want it to default to WebDesk.
It may be a moot point, since the issue seems to have "Healed" over the weekend.
Thanks much for your help and suggestions though!
Self healing issues- don't you just love 'em!