Issue
In Service Portal, users are redirected to id=form instead of id=ticket via URI and URI_REF in email notification links.
Release
Any release supporting Service Portal
Cause
The mapUrlToSPUrl(String url) method is used by email notification.
Resolution
As explained in the documentation for mapUrlToSPUrl(String url) method:
Transforms a URL requesting a list or form in the platform UI into the URL of the corresponding id=list or id=form Service Portal page.
Use this method to perform tasks such as redirecting a user after login to the correct Service Portal page when they request a platform UI form or list URL. Note that the id=list and id=form page targets are not customizable.
Note: Table, sys_id, and sysparm_query values are preserved from the original URL; sysparm_view is not.