The feature of Service Point “Notification Redirect” is configured to open Service Catalog Service Request details page.
Manage Features (broadcom.com)
However, the notification redirects to the corresponding CA SDM Ticket details page (the default behavior) instead of the Service Catalog Service Request details page.
.HAR payload shows
Release : 17.3
The external system ticket value is not correct. The current format is CASC-1234
By default, the external system ticket is populated in the SDM ticket to reference the Catalog ticket. It has three parts:
CASC-XXXXX-XXXXX
Reference: https://knowledge.broadcom.com/external/article?articleId=12703
The external_system_ticket_value is wrong since it's missing the second part.
Change the external_system_ticket_value to the following format
CASC-XXXXX-XXXXX