For CTI integration, the customer is experiencing an issue with CTI record URL when accessed before SSO or local login is getting redirected to incident.do record rather than reaching the expected record. - Known Error

For CTI integration, the customer is experiencing an issue with CTI record URL when accessed before SSO or local login is getting redirected to incident.do record rather than reaching the expected record. Description For CTI integration, the customer is experiencing an issue with CTI record URL when accessed before SSO or local login is getting redirected to incident.do record rather than reaching the expected record.

The CTI link takes the customer to the correct record, however, the catch is that when the customer is logged in to the instance, this link works correctly, however, when they are logged out, this takes them to the incident.do page satisfying the following script line. This script is part of the following OOTB script.

CTI processing -

https://INSTANCE.service-now.com/sys_script.do?sys_id= 1908b7e20a0a0a0a00126a630c14fa80

if (url == null) {

url = "incident.do?sys_id=-1";

Steps to Reproduce

Post a CTI link while logged off.

For example: https://instancename.service-now.com/cti.do?sysparm_cti_rule=cti&sysparm_termid=30279484

When logged out, when the URL is accessed, it goes through the login process (same on both SSO enabled instances and standard login), the instance redirects the user to the incident.do page.

When logged in, the URL opens directly and takes the user to designated record.

Workaround This problem is currently under review and targeted to be fixed in a future release. Subscribe to this Known Error article to receive notifications when more information will be available.