Email notifications do not support many custom URLs - Known Error

Email notifications do not support many custom URLs Description Emails that include links to records such as KB articles include the instance original URL but do not call the custom URL by default

Steps to Reproduce

1. Have an instance with many custom URLs 2. Attach a KB article to a ticket 3. It will generate a notification either custom or OOB 4. If the notification prints previous comments, the one that contains the KB article will have the instance name hardcoded in the recipient's email client (outlook, gmail, etc).

Workaround As commented in KB article KB0792321 , Please note that only one instance URL can be set at a time for URL link generation. This is expected behavior and by design in all currently supported releases.

We do not support scenarios when a customer requested the ability to use different URLs depending on user persona (for example, one URL for their customers and another for contacts, as seen in the recording).

The main reason is the complexity involved in handling multiple use cases. The use reported in this PRB will cause other issues when there are multiple recipients in a single email and each belongs to a different persona and the system would not be able to decide which URL to use.

After carefully considering the severity and frequency of the issue, and the cost and risk of implemented this business needs, it has been decided to not address this requirement in any current or near future releases. This decision has not been made lightly, and any inconvenience caused is sincerely regretted.