Users are redirected to "id=form" instead of "id=ticket" in Service Portal via URI and URI_REF in email notification links

Any release supporting Service Portal

The mapUrlToSPUrl(String url) method is used by email notification.

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.

Documentation for mapUrlToSPUrl(String url) method