Hola Community 

Here’s an interesting challenge for all the ServiceNow Architects and Developers out there.

 

🧩 The Scenario

Imagine this:

Your ServiceNow instance already has thousands of email notifications containing Incident record links.

 

Everything works perfectly… until the business comes with a new requirement:

👉 Some users should open records in Service Operations Workspace (SOW)

👉 Others should continue using the Classic UI

 

Sounds simple, right?

 

Well, here’s the twist:

The Constraint

You are NOT allowed to modify any existing email notifications.

Yes… not even a single template. 😅

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The Big Question

How would you redirect users to different user experiences dynamically without touching the existing notification links?

Think about:

• User roles

• UI routing

• Redirection strategies

• Workspace compatibility

• Session-based experience handling

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Do You Know the Solution?

Drop your approach in the comments and let’s see how the ServiceNow community would solve this challenge.

I’ve also explained the complete solution in a detailed video. Make sure to check it out for the answer.

And don’t forget to:

• Share this with your ServiceNow network

• Challenge your teammates and fellow developers

• _ Mark this article as helpful if you learned something new _

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Cheers,

Hardit Singh

Connect with me on :

• YouTube
• TopMate
• LinkedIn

 

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