For a frequently accessed page such as a Chat queue, you might need to generate a short/tiny URL that is user friendly.

The normal convention, for example, of a Chat queue URL is as follows:

https://<instance-name>.service-now.com/$chat_support.do?queueID=e6560e1e34121300964f4a5a785931a9

This article shows how to set up a shorter, more user-friendly URL:

https://<instance-name>.service-now.com/spchat

Procedure

Retrieve the queue ID.
1. Navigate to Connect > Support Administration > Queues.
2. Open the Queue for which you want to make a shortcut.
3. Capture the Support Link, for example, $chat_support.do?queueID=e6560e1e34121300964f4a5a785931a9.
Create a System Processor.
1. Navigate to System Definition > Processors.
2. Click New and create a system processor with the following values:
  - Name: any name
  - Type: Select script
  - Path: Enter a single word for what will appear after your instance name, for example, spchat. (Note that words like sp/chat are not valid for this field.)
  - Script: Enter the following code (substituting the queue ID for the one captured in the previous steps)
```
(function process(g_request, g_response, g_processor) {

g_processor.redirect('/$chat_support.do?queueID=e6560e1e34121300964f4a5a785931a9');

})(g_request, g_response, g_processor);
```
3. Click Submit.
Log out of the instance and open a new browser window.
Enter the URL to the instance and the path defined in the newly created system processor, that is, https://<instance-name>.service-now.com/spchat
When prompted, enter credentials for a valid user.

Processor screenshot (example)

Applicable Versions

Beginning with Helsinki