Email Notification with URL Link

CaterhamITSupport

Dear All,

Is there an easy way to add the Cireson URL link to an incident into any notifications sent out?

Thanks

Daniel

Shane_White

Hi @CaterhamITSupport

Yes you can, if I am understanding right you would add something like this to the notification template:

<p>You can view your Incident by clicking <b><a href="https://TV-SCSM2019.TV.com/Incident/Edit/$Context/Property[Type='CustomSystem_WorkItem_Library!System.WorkItem']/Id$/">Here</a></b></p>

Let me know if this helps.

Shane

Shane_White

Yes it should do as long as they have access to the ticket!

Thanks,

Shane

Shane_White

As long as the user is scoped to the work item then yes they will.

So if they are the affected user on the ticket for example they will be able to!

Thanks,

Shane

Shane_White

Good stuff, no worries anytime 😊

Shane

Shane_White

Hi @CaterhamITSupport

Yes you can, if I am understanding right you would add something like this to the notification template:

<p>You can view your Incident by clicking <b><a href="https://TV-SCSM2019.TV.com/Incident/Edit/$Context/Property[Type='CustomSystem_WorkItem_Library!System.WorkItem']/Id$/">Here</a></b></p>

Let me know if this helps.

Shane

CaterhamITSupport

Thank you for the help with this!

Would this also work from a requester point of view?

It works well.

Daniel

Shane_White

Yes it should do as long as they have access to the ticket!

Thanks,

Shane

CaterhamITSupport

Thank you for the help.

Daniel

CaterhamITSupport

This no longer works now or i might be doing something wrong?

Daniel

Shane_White

Hi @CaterhamITSupport

Have you changed the template at all or altered the html?

Thanks,

Shane

CaterhamITSupport

Hi Shane,

I did make some changes but unsure what caused this.

Do you know what would impact it?

Daniel

Shane_White

Hi @CaterhamITSupport

<p>You can view your Incident by clicking <b><a href="https://TV-SCSM2019.TV.com/Incident/Edit/$Context/Property[Type='CustomSystem_WorkItem_Library!System.WorkItem']/Id$/">Here</a></b></p>

Have you not changed TV-SCSM2019.TV.com to your web address for your portal?

Thanks,

Shane

CaterhamITSupport

I did change it to my server name yes, but its no longer working.

Shane_White

Do you have any HTML surrounding it? Or is that all you've got?

Do you still have use HTML option ticked?

Thanks,

Shane

CaterhamITSupport

Here is a picture, please note i have changed it to a standard link now from its original. When i overwrite the href link though it doesnt work. Its set to send as HTML as well. I have line breaks in there would this be causing it?

Pic.PNG

Shane_White

No the line breaks look fine, but you are missing the opening <p> tag.

This goes before 'You can view....'

So:

<p> You can view

Try that :)

Thanks,

Shane

CaterhamITSupport

i have removed it completely and recopied back in no luck.

Pic.PNG

Shane_White

Oh so the link works, it is just not going to the right page.

On the link that got that error, can you right click it from the email and copy link and paste that to see what the resulting link was?

Thanks,

Shane

CaterhamITSupport

Here is the link:

https://servername/Incident/Edit//

Shane_White

That is why it is failing, there is not an ID.

What class is your template for? E.g Incidents, Service Requests etc

Thanks,

Shane

CaterhamITSupport

Its for "trouble ticket analyst comments" so when a comment is added it emails us.

Shane_White

<p>You can view your Incident by clicking <b><a href="https://tv-scsm2019.tv.com/Incident/Edit/$Context/Path[Relationship='CustomSystem_WorkItem_Library!System.WorkItem.TroubleTicketHasAnalystComment' SeedRole='Target' TypeConstraint='CustomSystem_WorkItem_Library!System.WorkItem']/Property[Type='CustomSystem_WorkItem_Library!System.WorkItem']/Id$/">Here </a></b></p>

You will notice in this one that different classes have different substitution strings. You cannot always just copy from one to another.

The best way to do this is click insert and go through the window that opens to find the property you want to map.

So try this example I have sent instead.

Thanks,

Shane

CaterhamITSupport

This has worked, will it be ok for a end user as well as i can see when hovering over it it states "edit" in URL link.

Shane_White

As long as the user is scoped to the work item then yes they will.

So if they are the affected user on the ticket for example they will be able to!

Thanks,

Shane

CaterhamITSupport

So for the user comments i had to use:

https://***server***/Incident/Edit/$Context/Path[Relationship='CustomSystem_WorkItem_Library!System.WorkItem.TroubleTicketHasUserComment' SeedRole='Target' TypeConstraint='CustomSystem_WorkItem_Library!System.WorkItem']/Property[Type='CustomSystem_WorkItem_Library!System.WorkItem']/Id$/

*** Changed analyst to user in the href *** and it works now.

Thank you.

Daniel

Shane_White

Good stuff, no worries anytime 😊

Shane

CaterhamITSupport

I have another notification not working using Category.IncidentAssignedToUserAddRule" Target="IncidentAssignedToUserAddRule" Value="EnterpriseManagement1!Microsoft.EnterpriseManagement.ServiceManager.Rules.WorkflowSubscriptions

Can you tell me how the link would work for this?

CaterhamITSupport

This is what i have at the moment:

<p>You can view the ticket by clicking <b><a href="https://servicedesk.caterhamschool.co.uk/Incident/Edit/$Context/Property[Type='CustomSystem_WorkItem_Library!System.WorkItemAssignmentWorkFlowLibrary']/Id$/">here</a></b></p>

CaterhamITSupport

This is from the management pack:

<Rule ID="IncidentAssignedToUserAddRule" Enabled="true" Target="IncidentManagement!System.WorkItem.Incident.WorkflowTarget" ConfirmDelivery="true" Remotable="true" Priority="Normal" DiscardLevel="100">

CaterhamITSupport

I have sorted this now.