Users are redirected to "id=form" instead of "id=ticket" in Service Portal via URI and URI_REF in email notification links Issue <!-- div.margin{ padding: 10px 40px 40px 30px; } table.tocTable{ border: 1px solid; border-color:#E0E0E0; background-color: rgb(245, 245, 245); padding-top: .6em; padding-bottom: .6em; padding-left: .9em; padding-right: .6em; } table.noteTable{ border:1px solid; border-color:#E0E0E0; background-color: rgb(245, 245, 245); width: 100%; border-spacing:2; } table.internaltable { white-space:nowrap; text-align:left; border-width: 1px; border-collapse: collapse; font-size:14px; width: 85%; } table.internaltable th { border-width: 1px; padding: 5px; border-style: solid; border-color: rgb(245, 245, 245); background-color: rgb(245, 245, 245); } table.internaltable td { border-width: 1px; padding: 5px; border-style: solid; border-color: #E0E0E0; color: #000000; } .title { color: #D1232B; font-weight:normal; font-size:28px; } h1{ color: #D1232B; font-weight:normal; font-size:21px; margin-bottom:-5px } h2{ color: #646464; font-weight:bold; font-size:18px; } h3{ color: #000000; font-weight:BOLD; font-size:16px; text-decoration:underline; } h4{ color: #646464; font-weight:BOLD; font-size:15px; text-decoration:; } h5{ color: #000000; font-weight:BOLD; font-size:13px; text-decoration:; } h6{ color: #000000; font-weight:BOLD; font-size:14px; text-decoration:; } ul{ list-style: disc outside none; margin-left: 0; } li { padding-left: 1em; } --> Symptoms Users are redirected to "id=form" instead of "id=ticket" in Service Portal via URI and URI_REF in email notification links Release Any release supporting Service Portal Cause "mapUrlToSPUrl(String url)" method is used by email notification.As explained in the following DOC for mapUrlToSPUrl(String url) method:Transforms a URL requesting a list or form in the platform UI into the URL of the corresponding id=list or id=form Service Portal page.Use this method to perform tasks such as redirecting a user after login to the correct Service Portal page when they request a platform UI form or list URL. Note that the id=list and id=form page targets are not customizable.Note: Table, sys_id, and sysparm_query values are preserved from the original URL; sysparm_view is not. Resolution It works as expected Additional Information https://developer.servicenow.com/app.do#!/api_doc?v=jakarta&id=GSPS-mapUrlToSPUrl_S