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How to would I add a 'reopen ticket' or 'close incident' link in resolution email

  • 1.  How to would I add a 'reopen ticket' or 'close incident' link in resolution email

    Posted Mar 13, 2013 01:59 PM

    In short, we are not allowing end users to access the servicedesk portal. Upon incident resolution, it creates a task for the affected user to verify the resolution. How would I be able to simulate the verification web page in the resolution email. Providing links that will either reopen the ticket or close the ticket?

    ServiceDesk 7.5

     

    Cheers,



  • 2.  RE: How to would I add a 'reopen ticket' or 'close incident' link in resolution email

    Broadcom Employee
    Posted Mar 13, 2013 05:17 PM

    Unfortunately this would require either putting customizations into the SD.IncidentManagementSimple project or creating a custom Workflow project that is used to validate the end user's selection and manipulates the data to cause SD.IMSimple to continue passed the Verification to either close the incident or re-open it.