Logging in or Accessing Records Using URLs
Role: Administrator.
You can log into Neurons for ITSM directly by using a URL. This method allows you to:
- Log in automatically
- Open specific workspaces
- Retrieve specific records
You can use URLs in:
- Emails
- Browser address bars
- Embedded links in web pages or intranet portals to access Neurons for ITSM with or without authentication. Refer to Configuring anonymous user in Neurons for ITSM.
How URL-Based Access Works
A URL can:
- Authenticate a user through an identity provider
- Assign a role
- Open a workspace
- Execute a command (for example, search or load a record)
In the use case examples, the URL syntax is as follows:
https://tenant_URL/Login.aspx? ProviderName=authentication_provider_name &Role=role &Scope=workspace &CommandId=command &ObjectType=table_name &CommandData=IncidentNumber,%3D,0,10647,string,AND|
Use an ampersand (&) in between syntax elements. The syntax elements after the URL can be in any order.
Syntax | Description |
|---|---|
https://tenant_URL/Login.aspx? | Specifies the URL for your tenant to access Neurons for ITSM. This is usually followed by /Login.aspx?. |
ProviderName=authentication_provider_name | Specifies the name of the identity provider as named in the authentication provider record. |
Role=role | Specifies the login role for the user. Supported roles: SelfService SelfServiceMobile ServiceDeskManager ServiceDeskAnalyst Admin testanonymous Use the role name (not display name). If the user does not exist in the application, the application creates the user according to the default role specified for the authentication provider. Optional: If a user is only assigned to one role, the application automatically uses the default role. If the user is assigned to more than one role, the application uses the role information stored in the cookies on the application. |
Scope=workspace | Specifies the business object workspace to access after log in. Values: ObjectWorkspace SelfService SelfServiceMobile |
CommandId=command | Specifies the command. Common commands: LoadRecord Search SearchOffering OpenMyItem CreateRecord ShowKnowledgeArticle ShowArticle ShowRequest New Open NewIssue ShowAll NewServiceRequestByOfferingId NewServiceRequest NewExternalRequest LoadServiceRequestDraft The RecID is used in the Load Record option to take the user to the record identified by the record identifier. Search searches for a record or records with a specific value, which in the examples provided are by incident owner and incident summary. If there are multiple records that match the search criteria, then those records appear in the list view. |
ObjectType=table_name | Specifies the table name in the database. Must be followed by %23 which is the URL encoding for #. Can be any of the following: Incident Problem Change FAQ Task |
&CommandData=Field_Name, Condition,Condition_Type,Field_Value, Field_Type, Join_Rule| | Comma separated values. Contains the following items in order: Field name, for example, the owner or subject (summary) Condition Condition type Field value Field type Join rule Object ID |
Condition | Escaped string. = Equal to != Not Equal to > Greater than < Less than >= Greater or Equal <= Less or Equal -> Begin with {} Contains !{} Does Not Contain 0 Is Empty !0 Is Not Empty () In List !() Not In list >< In range |
ConditionType | By field = 0 By text = 1 |
JoinRule | AND OR |
Escaped condition strings | escape('=') "%3D" escape('>') "%3E" escape('<') "%3C" escape('=') "%3D" escape('!=') "%21%3D" escape('>') "%3E" escape('<') "%3C" escape('>=') "%3E%3D" escape('<=') "%3C%3D" escape('->') "-%3E" escape('{}') "%7B%7D" escape('!{}') "%21%7B%7D" escape('0') "0" escape('!0') "%210" escape('()') "%28%29" escape('!()') "%21%28%29" escape('><') "%3E%3C" |
Starting with release 2026.3, the ITSM mobile apps for Android and iOS support App Links and Universal Links. When a user select supported HTTPS ITSM cloud domains, the link opens directly in the ITSM app if it is installed. If the app is not installed, the link opens in the device's default web browser.
If the user is not signed in, the app prompts the user to sign in and then opens the selected item. If the user is signed in but connected to a different server URL, the app displays a dialog that allows the user to:
- Sign in using the required server URL or
- Open the item in a web browser.
Specific owner
In this example, the user is directed to the Neurons for ITSM login page. After logging in, the Incident workspace shows records in which the administrator or the specified user is the incident owner.
https://tenant_URL/Login.aspx? Scope=ObjectWorkspace &CommandId=Search &ObjectType=Incident%23 &CommandData=Owner,%3D,0,username,string,AND|
Summary Containing Specific Text
In this examples, the user is directed to the Neurons for ITSM login page. After logging in, the Incident workspace shows records in which the Summary field contains the specified words for an example "Printer not working".
https://tenant_URL/Login.aspx?
Scope=ObjectWorkspace&
CommandId=Search>
&ObjectType=Incident%23>
&CommandData=Summary,%7B%7D,0,Printer not working,string,AND|
Using a Specific Role
In this example, the user is directed to the Neurons for ITSM login page. After logging in, the incident record referenced in the URL appears. In this example, the record ID is 10475.
https://tenant_URL/Login.aspx? &Role=role &Scope=ObjectWorkspace &CommandId=Search &ObjectType=Incident%23 &CommandData=IncidentNumber,%3D,0,10475,string,AND|#
Using a Specific Role
Example: 1 - This example shows opening a record in the Object Workspace in Service Desk role.
https://tenant_URL/Login.aspx?
ProviderName=authentication_provider_name
&Role=ServiceDeskManager
&Scope=ObjectWorkspace
&CommandId=Search
&ObjectType=Incident%23
&CommandData=IncidentNumber,%3D,0,10647,string,AND|
Example: 2 - This example shows opening a record in the Self Service Mobile portal in Self Service Mobile role.
https://tenant_URL/Login.aspx?
ProviderName=authentication_provider_name
&Scope=SelfServiceMobile
&Role=SelfServiceMobile
&CommandId=OpenMyItem
&ItemType=Incident
&ItemId=49C31F151AE8433797C12A867108D28E
In the above examples, the application directs the user to the login page of the provider where the user is logged in as a Service Desk Manager and Self Service Mobile. After logging in, the application redirects the user to the incident record that is referenced in the URL. If the user is not a Service Desk Manager or Self Service Mobile, the application logs the user in as the default role, which is admin. If the user is not an administrator, the application displays the role selection page.
Using Self Service Role
https://tenant_URL/Login.aspx?
ProviderName=authentication_provider_name
&Role=SelfService>&Scope=SelfService
&CommandId=Search
&ObjectType=Announcement%23
&CommandData=Status,%3D,0,Published,string,AND|#
In this example, the application redirects the user to the Neurons for ITSM home page from the identity provider page and logs the user into Neurons for ITSM in the Self Service role. The Self-Service Portal displays the Announcements workspace with the published announcements.
Opening a Specific Record in a Specific Workspace in the Self Service Portal
https://tenant_URL/Login.aspx?>
ProviderName=authentication_provider_name
&Scope=SelfService>&Role=SelfService>
&CommandId=OpenMyItem
&ItemType=Incident
&ItemId=49C31F151AE8433797C12A867108D28E
In this example, the application directs the user to the Neurons for ITSM home page from the identity provider page and logs the user into Neurons for ITSM in the Self Service role. The Self-Service Portal displays the My Items workspace with the incident record specified in the URL.
To open the same record in the Self-Service Portal using your identity provider, from a link sent via a Send Email quick action or any link embedded in the quick action definition, use this syntax:
$(ServerURL())/Login.aspx?
ProviderName=authentication_provider_name
&Scope=SelfService>&Role=SelfService
&CommandId=OpenMyItem
&ItemType=Incident
&ItemId=$RecId
Confirm access from your identity provider page.
Opening a Specific Workspace in a Specific Role
https://tenant_URL/Login.aspx?
ProviderName=authentication_provider_name
&Role=SelfService
&Scope=SelfService
&CommandId=Search
&ObjectType=Announcement%23
&CommandData=Status,%3D,0,Published,string,AND|#
In this example, the application redirects the user to the Neurons for ITSM home page from the identity provider page and logs the user into Neurons for ITSM in the Self Service role. The Self-Service Portal displays the Announcements workspace with the published announcements.
Opening a Specific Record in a Specific Workspace in the Self Service Portal>
https://tenant_URL/Login.aspx?
ProviderName=authentication_provider_name
&Scope=SelfService
&Role=SelfService
&CommandId=OpenMyItem
&ItemType=Incident
&ItemId=49C31F151AE8433797C12A867108D28E
In this example, the application directs the user to the Neurons for ITSM home page from the identity provider page and logs the user into Neurons for ITSM in the Self Service role. The Self-Service Portal displays the My Items workspace with the incident record specified in the URL.
To open the same record in the Self-Service Portal using your identity provider, from a link sent via a Send Email quick action or any link embedded in the quick action definition, use this syntax:
$(ServerURL())/Login.aspx?
ProviderName=authentication_provider_name
&Scope=SelfService
&Role=SelfService
&CommandId=OpenMyItem>&ItemType=Incident
&ItemId=$RecId
Confirm access from your identity provider page.
Logging In Using URLs with Authentication
After you have configured authentication providers in Neurons for ITSM, users can log into Neurons for ITSM in various ways. Refer to Working with ADFS/SAML.
In this example, the user is redirected to the Neurons for ITSM home page from the identity provider page and is logged into Neurons for ITSM in the default role specified in the authentication record.
https://tenant_URL/Login.aspx? ProviderName=authentication_provider_name
You must already have an account with the third-party identity provider, for example, Google, Yahoo, Okta, and so on. You must have set up the authentication provider in Neurons for ITSM, as described in Setting Up Users for Authentication.
You can log into Neurons for ITSM via your identity provider page using your external login authentication.
If the user is not in the application, the application can create an employee record from a URL sent via email if you have selected auto provisioning in the identity provider record configuration. The application creates the user in the specified role, team, and status that you set up in the auto provisioning section of setting up identity providers.
- Open the Neurons for ITSM login page. The links to the authentication providers you define appear.
- Click the relevant provider link to go to the authentication provider login page (for example, Okta). The login page for your identity provider appears.
- Enter your login name for the authentication provider. The Neurons for ITSM application login page appears, listing the roles assigned to you.
- Select a role and click Continue to open the application.
You must have an account with the third-party identity provider, for example, Google, Yahoo, Okta, and so on. For a sample ADFS configuration and SAML configuration using Okta, refer to Working with ADFS/SAML. You must have already set up the authentication provider in Neurons for ITSM, as described in Working with ADFS/SAML.
- In your web page, enter the following:
<asp:Content ID="BodyContent" runat="server" ContentPlaceHolderID="MainContent">
<h2>Welcome to My Sample Application</h2>
<p>Click the following link
<a href="https://tenant_URL/Login.aspx?
ProviderName=Provider_Name" title="ADFS HEATSoftware Login">HEAT Software Neurons for ITSM Login</a>
</p>
</asp:Content>
Replace the title with the link that the user will click to go to the provider page.
- Click the link to view your account provider page.
- From your account provider page, log into Neurons for ITSM.
You can get the unique record identifier (RecID) in the following ways:
- Enter the following Microsoft SQL query in your server:
select Business_Object_name.RecId from Business_Object_name where
Business_Object_name.Business_Object_namenumber='record_number'
For example, to get the RecID of an incident record, for example, incident record 10002, enter:
select Incident.RecId from Incident where Incident.IncidentNumber='10002'
- In the Quick Action Edit window, click the Insert a Field tab, then click the Fields folder of a business object. Scroll down to where you see RecID, then drag and drop it into a Send Email quick action, for example.
When the email is sent as defined by a business rule, for example, the RecID is included in the email.
The ability to present IvantiNeurons for ITSM within an iFrame is available only for on-premises customers. Due to the security risks associated with iFrame, if a web page contains event handlers that do not perform proper origin validation, a web page, or script from any origin, can communicate with it. If you are an on-premise customer, you need to understand the inherent risks associated with iFrame before enabling it in your environment.
The following example describes how you can embed a link to the Neurons for ITSM login page in your intranet.
- Open the page (with a text editor) where the login page reference needs to be embedded.
- Create an iframe with the source pointing to https://tenant_URL/saaslogin.aspx.
- In the query string, provide appropriate parameter values for the following (these are the only query string parameters that you can use):
- refererURL: The URL to which the user is redirected after logging out of Neurons for ITSM.
- bg: The background color for the login page.
For example:
https://tenant_URL/saaslogin.aspx?refererURL= http://www.company_name.com&bg=white
Fiddler is a third-party application that is used to capture and analyze network traffic for troubleshooting issues with HTTP and HTTPS communication. It helps to diagnose and resolve performance or connectivity problems by providing insights into the data exchanged between your application and the network.
To configure Fiddler:
Make sure to close all applications generating HTTP traffic, except the application that must be captured for network traffic.
- Download, install Fiddler application, and then launch it.
- To enable decrypt SSL traffic, do the following:
a. Open the Fiddler and go to Tools > Options.
b. In the Options window, select the HTTPS tab, select the Decrypt HTTPS traffic checkbox, and click Yes when prompted.
c. In the Security Warning window, click Yes to install the certificate.
d. To add the certificate to the Machine Root list, click Ok. The confirmation window appears.
- To start the capture process, open the application and navigate to the location where the issue occurs.
- Perform the actions that causes the issue to capture the relevant network traffic.
- To stop the capturing process, press F12 key or go to File > Stop Capturing Traffic.
- To save the captured traffic, go to File > Save > All Sessions. Choose the required directory and save the file in .saz format, using the naming convention format (MachineName_MMDDYYYY.saz).
- To save the file, click Yes, when the privacy note appears.
- If required, compress the file before attaching it to your support case or emailing it to the assigned Support Analyst.
For a knowledge article:
https://tenant_URL/Login.aspx?
Scope=SelfService
&Role=testanonymous
&CommandId=ShowKnowledgeArticle
&Id=$RecId
For an example:
https://tenant_URL/Login.aspx?
Scope=SelfService
&Role=testanonymous
&CommandId=ShowKnowledgeArticle
&Id=A5407509EC9747E6BA1CC754E079B1D5
For FAQ:
https://tenant_URL/Login.aspx?
Scope=ObjectWorkspace
&Role=testanonymous
&CommandId=Search
&ObjectType=FAQ%23
&CommandData=RecID,%3D,0,$RecId,string,AND|#
For an example:
https://tenant_URL/Login.aspx?
Scope=ObjectWorkspace &Role=testanonymous &CommandId=Search &ObjectType=FAQ%23 &CommandData=RecID,%3D,0,203F2655F6A8403D8160C49C01709073,string,AND|#
All Incidents when customer is Admin
https://tenant_URL/Login.aspx?
Role=role
&Scope=ObjectWorkspace
&CommandId=Search
&ObjectType=Incident%23
&CommandData=LoginId,%3D,0,Admin,string,AND|
All Incidents when Owner is Admin
https://tenant_URL/Login.aspx?
Role=role &Scope=ObjectWorkspace &CommandId=Search &ObjectType=Incident%23 &CommandData=Owner,%3D,0,Admin,string,AND|#1349251100591
Incident with Incident Number=10001
https://tenant_URL/Login.aspx?
Role=role
&Scope=ObjectWorkspace
&CommandId=Search
&ObjectType=Incident%23
&CommandData=IncidentNumber,%3D,0,10001,string,AND|#
All Incidents with VIP Set to True or False
Boolean value has to be 1 or 0 passed
VIP is true:
https://tenant_URL/Login.aspx?
Role=role
&Scope=ObjectWorkspace
&CommandId=Search
&ObjectType=Incident%23
&CommandData=IsVIP,%3D,0,1,Boolean,AND|
VIP is false:
https://tenant_URL/Login.aspx?
Role=role
&Scope=ObjectWorkspace
&CommandId=Search
&ObjectType=Incident%23
&CommandData=IsVIP,%3D,0,0,Boolean,AND|
Incident with CreatedDateTime Greater Than 1/1/12
https://tenant_URL/Login.aspx?
Role=role
&Scope=ObjectWorkspace
&CommandId=Search
&ObjectType=Incident%23
&CommandData=CreatedDateTime,%3E,0,1/1/2012,date,AND|
With OpenRecord Option - Search with RecID
https://tenant_URL/Login.aspx?
Scope=ObjectWorkspace
&CommandId=LoadRecord
&ObjectType=Incident%23
&CommandData=RecId, 2A33CC809D96404F84B25A7780FD8F3A
https://tenant_URL/Login.aspx?
Role=role
&Scope=ObjectWorkspace
&CommandId=LoadRecord
&ObjectType=Change%23
&CommandData=RecId%2c7A0217065C074AC58195846CEF80F1A8
To view all Published Announcements
https://tenant_URL/Login.aspx? Role=role &Scope=ObjectWorkspace &CommandId=Search &ObjectType=Announcement%23 &CommandData=Status,%3D,0,Published,string,AND|#
To Open Incident 10450
https://tenant_URL/Login.aspx? Scope=ObjectWorkspace &CommandId=LoadRecord &ObjectType=Incident%23 &CommandData=RecId%2c2941423B6DD74476AC81159E103BCC49
Log In as a Service Desk Analyst and Open Incident 10450
https://tenant_URL/Login.aspx? Scope=ObjectWorkspace &Role=ServiceDeskAnalyst &CommandId=LoadRecord &ObjectType=Incident%23 &CommandData=RecId%2c2941423B6DD74476AC81159E103BCC49
Log In as a Service Desk Manager and Open Incidents with Priority Equal to 5
https://tenant_URL/Login.aspx? Role=ServiceDeskManager &Scope=ObjectWorkspace &CommandId=Search &ObjectType=Incident%23 &CommandData=Priority,%3D,0,5,string,AND|#
Log in as a Service Desk Manager and Open Incidents with Priority Not Equal to 5
https://tenant_URL/Login.aspx? Role=ServiceDeskManager &Scope=ObjectWorkspace &CommandId=Search &ObjectType=Incident%23 &CommandData=Priority,%21%3D,0,5,string,AND|#
Find Incidents with Active Status
https://tenant_URL/Login.aspx? role=ServiceDeskManager &Scope=ObjectWorkspace &CommandId=Search &ObjectType=Incident%23 &CommandData=Status,%3D,0,Active,string,AND|#
Open a Task
https://tenant_URL/Login.aspx? Scope=ObjectWorkspace &CommandId=Search &ObjectType=Task%23Assignment &CommandData=AssignmentID,%3D,0,10946,string,AND|#
Log In as a Service Desk Analyst and Search for Task 10946
https://tenant_URL/Login.aspx? role=ServiceDeskAnalyst &Scope=ObjectWorkspace &CommandId=Search &ObjectType=Task%23Assignment &CommandData=AssignmentID,%3D,0,10946,string,AND|#
Log In as a Service Desk Analyst and Open Task 11291 by its RecID
https://tenant_URL/Login.aspx? role=ServiceDeskAnalyst &Scope=ObjectWorkspace &CommandId=LoadRecord &ObjectType=Task%23Assignment &CommandData=RecId%2c76C4321537DE46A194F5C226EC2D83F6
Log In as a Service Desk Analyst and Search for Task 11291 by Searching for its Parent ID 15577
https://tenant_URL/Login.aspx? Role=ServiceDeskAnalyst &Scope=ObjectWorkspace &CommandId=Search &ObjectType=Task%23Assignment &CommandData=ParentObjectDisplayID,%3D,0,15576,string,AND|#
Use the Next Direct Links to Access Task Entries
Task is an assignment:
https://tenant_URL/Login.aspx? Role=role &Scope=ObjectWorkspace &CommandId=Search &ObjectType=Task%23Assignment &CommandData=AssignmentID%2c%3d%2c0%2c%24%2810496%29%2cstring%2cAND|#
For example:
https://tenant_URL/Login.aspx? Role=role &Scope=ObjectWorkspace &CommandId=Search &ObjectType=Task%23Assignment &CommandData=AssignmentID,%3D,0,10946,string,AND|#
Task is a work order (which represents the external task and is only accessible to administrators):
https://tenant_URL/Login.aspx? Role=role &Scope=ObjectWorkspace &CommandId=Search &ObjectType=Task%23WorkOrder &CommandData=WorkOrderID%2c%3d%2c0%2c%24%2810496%29%2cstring%2cAND|#
Task is computer provisioning:
https://tenant_URL/Login.aspx?
Role=role &Scope=ObjectWorkspace &CommandId=Search &ObjectType=Task%23ComputerProvisioning &CommandData=ProvisionRequestID%2c%3d%2c0%2c%24%281025%29%2cstring%2cAND|#