Issue
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.
- Navigate to Connect > Support Administration > Queues.
- Open the Queue for which you want to make a shortcut.
- Capture the Support Link, for example, $chat_support.do?queueID=e6560e1e34121300964f4a5a785931a9.
- Create a System Processor.
- Navigate to System Definition > Processors.
- Click New and create a system processor with the following values:
- Name: any name
- Type: Select script
- Path: Enter a single word for what will appear after your instance name, for example, spchat. (Note that words like sp/chat are not valid for this field.)
- Script: Enter the following code (substituting the queue ID for the one captured in the previous steps)
(function process(g_request, g_response, g_processor) {
g_processor.redirect('/$chat_support.do?queueID=e6560e1e34121300964f4a5a785931a9');
})(g_request, g_response, g_processor);
- 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
- If /spchat doesn’t work, try /spchat.do
- When prompted, enter credentials for a valid user.
- Navigate to Connect > Support Administration > Queues.
Processor screenshot (example)
Release
Beginning with Helsinki