I have a few questions so we can see best how to help:
-Are you using a premise or cloud tenant?
-What's the URL you ended up with?
-Does the Employee record you are logging in with have the appropriate Self Service Mobile role?
-What's the result of navigating to that URL?
1. I'm using on premise.
3. I have SAML enabled so the above URL works for anyone with the Self Service role. I also have the Self Service Mobile role added to my test account.
4. Navigating to the URL above sends me to the old Self Service new incident page. I want to be able to get to the Self Service Mobile new incident page. When I change the URL's role to Self Service Mobile, I'm greeted with this error, below.
Is it possible to have a URL that points to the new incident form on the newer Self Service Mobile site? We'd like to develop the newer Self Service site since it seems to have a nicer UI and has a more modern feel to it.
I tried modifying the OOTB link which opens an incident record in the Self Service Portal to open it in the Self Service Mobile but the link always took me to the Self Service Portal.
However, I was able to achieve this by doing the following:
1. Create a new text field in Incident called MyItemRecId
2. Add a before save rule in Incident as below:
This field will store the rec id of the my item record which will be referenced in the link.
3. In your notification, add the link as below:
<a href="$(ServerURL())/Modules/SelfService/#myItems/view/$(MyItemRecId)">Open Incident in Self Service Mobile</a>
Hope this helps.
Thank you for this but I'm looking for a way to have URL that opens a new issue in Self Service Mobile. Were you able to achieve this? I could only get this to work in the Self Service Portal by using the OOTB link.
I tried getting the url of the "New Incident" offering in the Self Service Mobile and insert it in my link
<a href="$(ServerURL())/Modules/SelfService/#serviceCatalog/request/F89CE8595792473F8137EDE800FF5B3F">Open a new Incident in Self Service Mobile</a>
But when I click on this link, the system tries to open the New Incident form in the Self Service Mobile, then redirects me to the Service Catalog space. Even when I copy the url from the screenshot above and paste it in another tab, the same thing happens. So I suspect there is some sort of default filter which has been set to be redirected to the Service Catalog space.
You can try that and see if you will have more luck.
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I can verify this link works in self service mobile if the OOTB Generic incident Request offering still exists. If you've removed that offering and rebuilt it then you'll have to track down the RecId of the offering you want to have pulled up.
EDIT to the URLs:
My url now works fine.
This is regarding the 3rd response in this thread.
It looks like the before save rule is not capturing $(MyItemRecId) before the New Incident Notification gets sent and thus sending a URL without the RecId. What am I missing?
EDIT: I was able to get this to work by skipping the before save rule and just reference the MyItemRecID directly from the relationship.
YMoual, can you show me your working URL?
Actually I got my url working within the Self Service Mobile. I added a link in the home page which says "Open New Incident" which opens the New Incident form.
However, when I use this same url in a notification, the service catalog opens instead of the new incident form. Seems to be a bug or I might be missing something. I will keep on investigating and let you know.
Hi Jonathan, I tried your suggestion and it's taking me to the Service Catalog rather than going straight to the New Incident Form. I'm quite sure that I'm referencing the RecID correctly. Could you take a look at my URL and see if it matches the format that worked for you?
That's the same issue I am having. It takes me to the Service Catalog rather than the New Incident form.
I have a question.
Why would you want to add a link to create a new Incident in the New Incident Notification as this notification is sent out when a new incident is created?
I've made an edit to my post above about the URL formatting. your RecID doesn't match either that I see in my OOTB demo lab.
Also, I'm using 2017.2.1 (latest version). Which version are you using? This might be something that development improved in the later versions.