Custom link should open the ticket, but always opens the home area

Wolfgang_Schmidt

Hello community,

we use custom links in our notification mails to the customer.

This works very well, we have one user (of course the boss) who always opens the home area when clicking the link and not the Ticket.

Attached an example of a custom link:

https://customdomain.com/CustomSpace/EditWorkItem.html?id=IR53141

Maybe someone has an idea why?

Regards

Wolfgang

Martin_Blomgren

@Wolfgang_Schmidt, are you sure that the user has access to the WI? The custom solution you are using utilize Cireson builtin search (https://portal/Search/GetSearchObjectByWorkItemID?searchText=IR53141) which returns these in order:

1. Html form data if forms-based auth is used and the user isn't logged on and then restarts the whole thing.
2. A url which leads the user to work item search where no WI will show (https://community.cireson.com/View/0316e159-2806-43b2-9018-b695f7bc1088?searchText=IR53141).
3. The correct url for the WI (/Incident/Edit/IR53141/).

If access is somehow scoped and the user isn't allowed to see the WI then the second url in the list i returned and instead of redirecting the user to the confusing search view the script redirects the user to the portal base url (https://portal/) and lets the portal decide if it is an end user or analyst. Based on the fact in this case that the user sees the Home makes me assume that it is an end user.

Conner_Wood

I think @Martin_Blomgren would be the best person to answer this question as it's his add-on.
I assume you're using v0.2 of his Custom single work item edit url for all types

I personally haven't had anyone say the links don't work as expected, so I cannot help......

Wolfgang_Schmidt

Hi Martin,

thanks you the quick reply and the detailed description.

I also thought that the user has no rights to the WI. When the end user goes dirketly from the "Home View" to "My View", he finds the Request and can open it.

Martin_Blomgren

@Wolfgang_Schmidt, need to recreate this somehow to be able to investigate further. Which version of the portal are you running? Is the user an analyst? Did the user create the IR or is he set to affected by analyst or other means? How was i created? Do you have any scoping/queues etc?

Wolfgang_Schmidt

Hi Martin,

I have tried to recreate this problem without success.

Current Portal Version: 7.4.2016.11

The user in not an analyst.

The user created the IR via Mail (Exchange Connector)

There are no scoping/queues for enduser.

Regards

Wolfgang

David_Morris1

does the user have access to use the search function within the portal? as this custom solution uses this to find the workitem and then redirect.

Wolfgang_Schmidt

Yes, the user has the right to search.

Martin_Blomgren

@Wolfgang_Schmidt, but does the WI shows when he searches for it? (just to be sure as I cannot replicate this)

Wolfgang_Schmidt

@Martin_Blomgren, we disabled the search for endusers. so i am not able to clarify this.

btw: we have about 400 endusers in the system (all the same config) and for 399 the link works.