The producer.redirect defined on item/record producer does not work in Service Portal.

Steps to Reproduce

  1. Make sure that Service Portal plugin is enabled and home page has been set accordingly.

  2. Log in to the instance.

  3. Navigate to Record Producers and open Report an Issue.

  4. Navigate to the Script section and add the following code at the end of the script (line 7).


  5. Navigate to your Service Portal home page.

  6. Navigate to Home > Service Catalog > Can We Help You? > Report an Issue.


  7. Fill in the fields and click Submit.

    Note that instead of the user being redirected to the / page, there is no redirection and only the incident creation message shows up and vanishes.



This problem has been fixed in Jakarta, with the 'Redirect To' field to configure at each individual Record Producer level. Users have the ability to override all of the above settings by explicitly coding the redirect in the script of the record producer:

- producer.url_redirect
> to enable the redirect within the Platform UI

- producer.portal_url_redirect
> to enable the redirect within the Service Portal

This fix only addresses redirection in Record Producer scripts, it does not add support for action.setRedirectURL in Business Rules or UI Actions. PRB1164776KB0621041 is under review for an enhancement to add support for action.setRedirectURL.

Related Problem: PRB683264

Seen In

Helsinki Patch 0 Hot Fix 1
Helsinki Patch 1 Hot Fix 1
Helsinki Patch 3
Helsinki Patch 4

Fixed In


Associated Community Threads

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Article Information

Last Updated:2019-07-19 09:37:06