ServiceDesk email notifications that include a Process View link do not take you directly to the Incident

Article:TECH180105  |  Created: 2012-01-27  |  Updated: 2012-10-25  |  Article URL http://www.symantec.com/docs/TECH180105
Article Type
Technical Solution



Issue



The expectation is that clicking the embedded URL link in the email will take you directly to the Incident.


Cause



The Process View Link that is assembled in the default SD.IncidentManagement workflow is not complete.


Solution



The following modifications to the 'Build Process View Link' component within the SD.IncidentManagement project correct the embedded URL link:

Using the attached image as a location reference to the 'Build Process View Link' component, edit the component and modify the Merge Data: as follows:

 

Primary Model:

[ProfileProperties].service_desk_settings_process_manager_url/Portal/Template66_33.aspx?PageID=add0e937-2b89-4d5a-b2a5-142eddfe4873&ReportSessionID=Incident.SessionID&notabs=1&SuggestNextProcessID=0

 

CreateIncidentAdvanced Model:

[ProfileProperties].service_desk_settings_process_manager_url/Portal/Template66_33.aspx?PageID=add0e937-2b89-4d5a-b2a5-142eddfe4873&ReportSessionID=IncidentToCreate.SessionID&notabs=1&SuggestNextProcessID=0

 

Main Incident Work Model:

[ProfileProperties].service_desk_settings_process_manager_url/Portal/Template66_33.aspx?PageID=add0e937-2b89-4d5a-b2a5-142eddfe4873&ReportSessionID=Incident.SessionID&notabs=1&SuggestNextProcessID=0


Attachments

Component Location
Build_Process_View_Link.PNG (17 kBytes)


Article URL http://www.symantec.com/docs/TECH180105


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