Approval email link opens a browser not a new email for some users, why?

Alan_Barron

Just started using Change in SCSM with Cireson, have used SCSM for help desk tickets for over a year.  When some approvers click on the 'Approve' or 'Reject' link in an approval email, the action should open a new email, but some have a browser open instead.  Is this a file association issue?  Here is the link from one of the emails: mailto:[email protected]?subject=[RA133623]&body=[Approved]
Ideas?

Konstantin_Slavin-Bo

The easy guess would be that it's an association, as you said. The link itself looks correct. It of course needs to be in an <a>-tag, e.i.:
<a href="mailto:[email protected]?subject=[RA133623]&body=[Approved]">Approved</a>

But I would definitely check the associations first.

Matt_Medley

Hey Alan, It's definitely an association issue on the local client that is having the issue. You can also try adding the target="_blank" tag which will force the link to open in a new mail window. 

<a href="mailto:[email protected]?subject=[RA133623]&body=[Approved]" target="_blank">Approved</a>

Konstantin_Slavin-Bo

The easy guess would be that it's an association, as you said. The link itself looks correct. It of course needs to be in an <a>-tag, e.i.:
<a href="mailto:[email protected]?subject=[RA133623]&body=[Approved]">Approved</a>

But I would definitely check the associations first.

Matt_Medley

Hey Alan, It's definitely an association issue on the local client that is having the issue. You can also try adding the target="_blank" tag which will force the link to open in a new mail window. 

<a href="mailto:[email protected]?subject=[RA133623]&body=[Approved]" target="_blank">Approved</a>