Problem with "WORKITEM_LINK" macro - not redirecting to Worker page
Hi everybody,
Here's the issue I'm having. We have email templates which contain the macro "WORKITEM_LINK" for a link to view an incident, for example in a "New incident opened" template.
When a worker clicks on the link to view the incident assigned to him, he gets an error message. The link isn't redirecting him to the http://<servername>/AeXHD/worker/default.aspx?cmd=viewItem&Id=3864, it's directly redirecting to the winuser page. And of course, as the worker isn't the contact of the incident, he gets an error message that only the contact can view the incident.
I checked with someone who has pretty much the same setup as me, and compared first my template, to see if the issue was there. I only found that the template is all pretty much the same. I checked Altiris Helpdesk documentation, and found a good description of this macro. It clearly states that it should first redirect to the worker page, and if no worker account exists, try to redirect to the winuser page.
I then compared the default.aspx file, and couldn't find any issue there either. The code and the functions look exactly the same, and I can't see why it wouldn't give me the right result.
After seeing that the function makes a query to check for the worker_nt_id, the worker_status, and worker_is_virtual, I decided to check in the SQL database directly. No luck there either, everything is correct, and I can't see where the issue comes from.
Any clue on how to solve this would be greatly appreciated!
Thanks,
Luke
This is what we have
Hi Luke,
This is out of our email template
WORKITEM_LINK [[#$$workitem_number$$ - $$workitem_title$$]]
Is that the same thing you have?
Hi, Thank you for your
Hi,
Thank you for your reply, yes we have the same link. The problem isn't coming from the link itself, as what does the link is the "WORKITEM_LINK" macro.
Anyone have another idea?
Thanks for your help,
Luke
Have you checked formats.xml
Hi Luke,
The actual URL's are stored in the formats.xml file, you could try checking there
<string id="emailviewworkitemurl">~/default.aspx?cmd=viewItem&id={0}</string>
<string id="emailviewworkitemwinuserurl">~/winuser/default.aspx?cmd=viewItem&id={0}</string>
<string id="emailviewworkitemworkerurl">~/worker/default.aspx?cmd=viewItem&id={0}</string>
If they are correct, then I guess you could force it to use the worker console by chaning your macro to WORKER_LINK
Hope it helps.
Regards,
Mark.
Formats.xml is OK
Hi Mark,
Thank you for your post, I've checked the formats.xml file and it looks all good:
<string id="emailviewworkitemurl">~/default.aspx?cmd=viewItem&id={0}</string>
I guess I could change my link to use the WORKER_LINK macro as a workaround, but I'd still like to find out why this isn't working like it should work.
Any other ideas?
Thanks a lot,
Luke
More Info
Hi Luke,
You say the link isn’t correct, when you click on the link what is the URL it is trying to take you to?
You could try copying the emailviewworkitemurl to your custom.config file and replace the ~ with http:\\servername\aexhd (Remeber to restart IIS afterwards) just in case the servername part is not resolving correctly, you are still not specifying which console to use just ruling out another possibility.
Cheers,
Mark
Well, when clicking on the
Well, when clicking on the link, it takes me first to:
http://<servername>/AeXHD/default.aspx?cmd=viewIte...
It has that address for a very brief moment, and then redirects to:
http://<servername>/AeXHD/winuser/default.aspx?cmd...
As I have a Worker account associated with my NT account, it should actually redirect me to:
http://<servername>/AeXHD/worker/default.aspx?cmd=...
The <servername> is correct, so that's not it.
What it seems is that either the Macro is not doing its job correctly, thus it redirects me to the winuser page; or, the function isn't able to determine that there is a worker account associated with my NT account.
I have tried clicking on a link for a ticket for which I am the contact, and there, I didn't get an error message, it brought me to the My Helpdesk page where I was able to see my incident. If I'm not the contact, I just get an error message saying that "Only the current contact can view or modify this incident".
I compared the functions with some from another instance of Altiris Helpdesk in our company, and they are exactly the same. I can't figure out why in this case it doesn't work.
Any ideas?
Hi There,
I still have the same issue with this, anybody have an idea?
Thanks,
Luke
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