producer.redirect defined on item/record producer does not work on 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 <instancename>/ page, there is no redirection and only the incident creation message shows up and vanishes.



Service Portal does not currently maintain a navigation stack and so action.redirect and producer.redirect are not relevant to it.

This issue is under review. To receive notifications when more information is available, subscribe to this Known Error article by clicking the Subscribe button at the top right of the article. If you are able to upgrade, review the Fixed In field to determine whether any versions have a permanent fix.

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

There is no data to report.

Article Information

Last Updated:2019-06-16 10:42:17