/build/static/layout/Breadcrumb_cap_w.png

KACE Product Support Question


Service Desk Email Notifications

11/26/2019 313 views

Hi all,

I recently upgraded our K1000 to the lastest version. 

I noticed that the email notifications links to the service desk ticket links does not work. in the previous version it does.

I have tried to modify and change the email notifications but nothing seems to help.

For example, If a user send an email to the service desk, the user gets a mail with the link to his ticket that just created. But the link does not work.

I looked in the HTML code ;  <a href="$ticket_url">Click here</a>, The dollar sign change to '%24' <a href="%24ticket_url">Click here</a>.

This problem occurs only in links (<a href="$ticket_url"></a>). If I write ($ticket_url) without in a HTML link code, it works. But this is not the way I want it.


Is there anyone who has the same problem? or someone who has a solution for this ?

Any help are welcome!


Thanks,


Rachid

3 Comments   [ + ] Show comments

Comments

  • Log a support call!!! That is not expected behaviour
  • I have contacted the support.
    They reply to me that it is a known problem and it is a bug. this will be fixed in a later version of the Appliance.
  • Rachid, we also upgraded our K1000 recently and we got the same problem here. The image from our email, just lost. Could you solve?

All Answers

0

Have you looked at the entry code in the "Service desk email notifications"?

Queue Detail -->  Configure Queue Email Settings --> Customize Emails


Go to the "Ticket created from email " section and have a look if the entry is correct.

Make sure it is $ in the code.

 

Answered 11/27/2019 by: akmagnum
Red Belt

  • I have looked at the code and the '$' change automatically in '%24'.
    I have contacted the support.
    They reply to me that it is a known problem and it is a bug. this will be fixed in a later version of the Appliance.

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login

Share

 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ