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

Created: 13 Mar 2013 | 1 comment

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,

Operating Systems:

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TGiles's picture

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.