KACE Product Support Question

Ticket URL not working when user needs to log-in

05/13/2015 894 views
Hello all, We recently discovered that the ticket url in the Ticket Modified Email is not bringing up the ticket when the user has to log into the Help Desk. For clarification, it used to be that one would click on the ticket url in the update email, the web browser would open to the user console, the user would log in, and then they would be taken directly to the ticket. Now, after they log in, it brings them to their default queue. If the user is already logged into the Help Desk, then the ticket comes up. This used to work even if they weren't logged in. I can't seem to figure out what has changed. Any insight would be great. Thank you.
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Community Chosen Answer

are you on build 6.3.113398 ?  it is fixed in it
Answered 05/14/2015 by: binuani
Third Degree Green Belt

  • Hello, We are not because when it first came out we read that it broke the backups, so we decided not to. However, we all just made an executive decision to upgrade now anyway. It may fix a few other problems that we have been experiencing. Good to hear this is fixed when upgrading, something to look forward to. Thank you for responding.
  • We started having issues with this when SSO was enabled, no matter the link, users were always redirected to the help desk queue. Upgraded to build 6.3.113398 last Friday and just verified it is working correctly now.
    • Hi, We have just upgraded and it is working now. We did discover that if you are logged into the admin console, and then click a link in the ticket email, it will bring up the ticket in the user console fine, but log you out of the admin console. So when you go to the admin console, you will have to log in again. Weird.

All Answers

If using IE - I found that it would work after I put the K1000 into the Trusted Sites list and selected 'Automatic logon with current user name and password' under Trusted Sites > Custom level.  Restart IE after the changes.  Give it a try.
Answered 05/14/2015 by: rjobe
Fourth Degree Green Belt

  • I was really hoping this would work for us ! I tried it but it was a no-go. That's a good work around though. Appreciate the reply.

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