Deep linking in mobile view does not work without a session. Instead, when you authenticate, it sends you to external_logout_complete.do. Then you are sent home, not to the deep link you clicked.

Steps to Reproduce

  1. Impersonate a user.  
    Ensure that this is a user account you can also log in to directly without impersonation. 
  2. Access a record that this user should be able to access using deep linking.
    For example, a change request or incident that the user has permission to view. 
  3. Copy the URL of this record.
    You can right-click the record header and select Copy URL or open the record in a new tab and copy the URL directly from the browser.  
  4. Email a copy of the URL to yourself.
  5. Open the email on your mobile device and click the link.
    You are redirected to the external_logout_complete.do page.
  6. Navigate directly to the instance. For example, https://<instance>.service-now.com.
  7. Log in with the user account selected in step 1.
    The link should be remembered and you should be directed to the linked record chosen in step 2 after a successful login. Instead, the user's homepage is loaded. 


Th issue does not occur in the new Mobile UI that is available in Eureka and later releases.

Related Problem: PRB587892

Seen In

Berlin Patch 2 Hot Fix 2

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-05-21 11:33:11