Links from the email notification to the relevant SR


I'd like to be able to click on a link in the notification email I get for a new SR, and have it open up the SR page for that request. I figured I'd actually already be able to do that manually in the custom notifications area, but couldn't find the variable name for the SR number and also didn't know whether the URL was built using the SR name, so I couldn't build the URL. Thanks Dev

26 replies

if you have enabled html based email just put in <a href="https://YOURSERVERNAME:8080/SREdit.jsp?id={$ID}">click here to go to the request</a> Haven't tried it but it should work.
That's exactly what I was looking for but didn't know the variable name for the ID. Thanks for your help! If you need to enable HTML email, anyone, the full answer is available on the forum in a how-to but it's in Preferences/Integration; change the Content-Type to text/HTML (this is assuming not using particular unicode encoding). Thanks Dev
Hi I have tried it and it worked a treat. I also put a tag line in it. "Click here to see the status of your call, add notes and even close the call!"
I was also looking for this, great tip! Thanks
This Post has been moved from the Feature Request forum as it is not a Feature Request and it is available today - see details.
I did this but the link takes me to the end user portal, not the service request. How do I make it take me directly to the service request?
This link works for administrator for open "Edit SR" page directly from e-mail. I tried to make the same for end-users to go directly to "View SR" page. I used this link <a href="https://server_url/EndUserSRView.jsp?id=$ID">click here for bla bla</a> This link also works, but both links (admin´s edit SR and end user´s view SR) need to logon. That is problem for my end-users, because they are using deployed shortcut, which log them on automatically. They are not using login and password, they even don´t know any logon details. Is there any possibility to redirect end-user directly to View SR page without need to logon, or better said, with automatic logon? Martin
Apolas
This link works for administrator for open "Edit SR" page directly from e-mail. I tried to make the same for end-users to go directly to "View SR" page. I used this link <a href="https://server_url/EndUserSRView.jsp?id=$ID">click here for bla bla</a> This link also works, but both links (admin´s edit SR and end user´s view SR) need to logon. That is problem for my end-users, because they are using deployed shortcut, which log them on automatically. They are not using login and password, they even don´t know any logon details. Is there any possibility to redirect end-user directly to View SR page without need to logon, or better said, with automatic logon? Martin
Hello Martin. You can set up SSO (single sign on) integration in SysAid that will prevent from the users to need to login. SSO can be set up in SysAid full edition, and you can contact us at helpdesk@sysaid.com for additional instructions. Best regards. Haim
Haim
Hello Martin. You can set up SSO (single sign on) integration in SysAid that will prevent from the users to need to login. SSO can be set up in SysAid full edition, and you can contact us at helpdesk@sysaid.com for additional instructions. Best regards. Haim
FYI - the single-sign on doesn't work with Firefox 3... It asks for the same information in a pop-up window to login.
techguy
if you have enabled html based email just put in <a href="https://YOURSERVERNAME:8080/SREdit.jsp?id={$ID}">click here to go to the request</a> Haven't tried it but it should work.
Hi there, I don't think that this will do 100% correctly! I had to modify the line to read like this: <a href="https://YOURSERVERNAME:8080/SREdit.jsp?id=${ID}">click here to go to the request</a> Using your link, will result in strage URL when the browser tries to open it (lets assume my server is called myserver.local and the SR Number is 1234): https://myserver.local:8080/SREdit.jsp?id=%7b1234%7b Using the code I've posted here (just set the $ before the curly braces) will just work fine (SysAid 6.0.07)... CU
We have noticed that when an admin clicks on the link to view the SR from their email they first have to login and are then taken directly to the SR (which is how we would want and expect it to work). However, when an end user clicks the link, from their email, to view the SR they first have to login but then are taken to the end user portal main screen and not the SR itself. Is there a way that we can conifgure Sysaid so that the end-user will be taken directly to the SR in the same way the administrators do. It would need to check that the end-user has access to this SR first (they submitted the request themselves). regards, tex
In this case, did you insert the link as https://SERVER:8080/EndUserSRView.jsp?id=123&EndUserLink=YES ?
That solved the problem. Thanks Adam Racer Tex
Hy guys, My scenario is just a little bit different. I want to provide the link for survey, but my survey will be external to SysAid, I mean, I want to provide a URL link that will send the service request ID and service request title to the survey. To pass that info to the survey, I need send it via URL parameters. When Title has blank spaces, the URL will be broken, because there is no replacement to %20. How can I achieve that? Thanks
where this line set up :? <a href="https://YOURSERVERNAME:8080/SREdit.jsp?id={$ID}">click here to go to the request</a>
where this line set up :? <a href="https://YOURSERVERNAME:8080/SREdit.jsp?id={$ID}">click here to go to the request</a>
where this line set up :? <a href="https://YOURSERVERNAME:8080/SREdit.jsp?id={$ID}">click here to go to the request</a>
Hello dear SysAiders I also tried to put a link in email-notifications for end-users to go directly to "View SR" page. I used this link <a href="https://server_url/EndUserSRView.jsp?id=$ID">click here for bla bla</a> This link also works, but they need to logon. That is a problem for my end-users, because they are using deployed shortcut, which log them on automatically. They are not using login and password, they even don´t know any logon details. Now i read about SSO and tried it with editing the following file: serverConf.xml file located at ...\SysAidServer\root\WEB-INF\conf. See here: /Sysforums/posts/list/30/277.page After these changes I tried to restart the service „SysAid Server“. It stops, then it starts and stops again immediately and nothing works. Whats the problem? Thank you
This no longer works for me in the current version sysaid cloud: <a href="https://server.url/SREdit.jsp?id=$ID">Click here to access your ticket</a> Is there a new URL for this version of sysaid?
Hi All, Sofia from SysAid support solved this excellently. You only need change link to "<a href="https://servicedesk.yourdomain.com:443/EndUserSRView.jsp?id=${ID}&EndUserLink=YES">Link to SR ${ID}.</a>" It works for End Users with SSO. It may be useful for new SysAiders. Karel
Does "EndUserLink=YES" still work with v20 in the cloud? I am not having luck with getting end users to see the SR. When an admin clicks it the page loads as it should to the ticket, but when an end user clicks it they see a lock and "You do not have permission to perform this operation."
byransays
Does "EndUserLink=YES" still work with v20 in the cloud? I am not having luck with getting end users to see the SR. When an admin clicks it the page loads as it should to the ticket, but when an end user clicks it they see a lock and "You do not have permission to perform this operation."
If you are using the self-service portal, the link for end user must be composed in this way: ${SelfServicePortalURL}/servicePortal/SRview/${ID} or [your-SysAid-URL]/servicePortal/SRview/${ID} If you are still using the end user portal, the link is: [your-SysAid-URL]/EndUserSRView.jsp?id=${ID}
Thank you! I was unaware there was the ability to do it with the Self Service portal so that is cool. Unfortunately I am getting permission issues as well so I have a ticket in for help with that.
I know this is a bit older but was there any resolution to the permissions error? I got the link to work in version 20 but am also getting the permission error.
Still waiting on my ticket to be resolved. I will update if/when it does.

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