We have recently set up the ServiceNow connector and I am finding out that it’s much more complicated than Salesforce to map and create hyperlinks in reports. I’m looking for someone with some experience to solve for creating a hyperlink into our ServiceNow Gainsight reports that will allow the user to click to be taken to the ServiceNow Case external page. I have the Concat formula method for Salesforce but the issue we are running into with Service now is the link changes based on the type of case created (Support, Finance, Service, etc.). I don’t see a way to create logic in the formula to change part of the hyperlink based on the first 3 letters of the case number.
Examples:
https://support.company.com/now/sow/record/sn_customerservice_support/Case [Source ID]
https://support.company.com/now/sow/record/incident/Case [Source ID]
https://support.company.com/now/sow/record/sn_customerservice_finance/Case [Source ID]
Case Link – I need to Concat these parts to build a hyperlink:
<a href="
Static Part of the URL
Case type - this changes based on the case type
Case [Source ID]
" target="_blank" rel=nonreferrer">
Link Name
<
/a>
Any ideas if there is a field in the data object from ServiceNow that has this yellow part? Or is there a way to build logic in the Formula to change the yellow part based on the first 3 letters of the case number which I could reference from the report that this link is being created in.
