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Process View Link in Email template

Created: 26 Nov 2012 • Updated: 27 Nov 2012 | 17 comments
This issue has been solved. See solution.

Working on migrating to 7.5, so I'm setting up email templates for various events. I'm not seeing an available field for the process view link when creating/editing a template. I had expected to find it as the task response url is there. Am I missing it or is it just not available in 7.5?

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CNWilliams's picture

Hi Michael.George,

Are you trying to create email templates for your technicians to use when sending emails from the Process View page?

If so, all Process Event type email templates are available from the Send Email link on the Process View page. This includes Process Event type email templates that you create specifically to use in your automation rules.

Kindest Regards,

CNWilliams

CNWilliams

michael.george's picture

No, I was setting up templates to be used during rules in process automation, e.g. a template for on new incident received. In 7.1, we had an email going back to the submitter letting them the IM number that also contained a link to the process view page so that they could follow the process if they wanted.

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jpellet2's picture

As far as I've seen, there isn't an option that adds a clickable URL in an email which takes the client to the incident directly like there is in 7.1. I could be missing something but I have tried all of the options listed. There may be a way to build the URL manually but I haven't had time to play with to that extent yet.

michael.george's picture

That's what I was finding, but wasn't sure if I was just blind. My fallback is to just provide a link to the main SD login page, hoping that if the email has a link and an IM number, users could login and find that ticket.

I wonder if I could just grab the base process view page url and feed it the session id via the workflow tracking id variable. I'll have to try that one out.

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jpellet2's picture

You might be able to do that actually. The URL to the ticket is the following:

https://ServerName/ProcessManager/Portal/Template6...

The PageID is the same for each ticket and the ReportSessionID is the WorkflowTaskID as far as I've seen. You could generate a little html link in the email template and combine the majority of the raw URL with the workflowTaskID which can be supplied.

NOTE: Your PageID may be different because it may vary per installation but that's the idea. I am going to try that right now.

michael.george's picture

I was already ahead of you on this, but you did confirm something that I was curious about. It does appear to be working for me, so this will be a decent solution for now. I'm a little unhappy having to hardcode the servername and such, as I'd much prefer that to be coming from a variable, but it'll do.

What you confirmed I found surprising though. I was wondering as I built the link if the page ID is the same across installations. Given that your install and mine share the same page, I'm starting to think they are, which is not what I expected.

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jpellet2's picture

Well, in theory it would work something like this:

<a href="https://ServerName/ProcessManager/Portal/Template66_33.aspx?PageID=EE590E15-4B65-422D-9CEB-A6B75CD9E4F9&ReportSessionID=${WorkflowTrackingID}&notabs=1&SideBar=false&SuggestNextProcessID=false">
To view your ticket, click here.</a>
 
However the issue now is that the rules engine isn't replacing the WorkflowTrackingID with the value, its leaving it as is so the URL points to a blank ticket page.
SOLUTION
michael.george's picture

Not sure if it matters or not, but my WorkflowTrackingId variable has a lowercase 'd' on the end. That's the only difference I see between what I did and what you did, and mine is working.

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jpellet2's picture

It does matter. I typed it by hand rather than click the button. Thanks, works now!

michael.george's picture

Awesome. I'm marking your post as the best solution here. Can you edit that post to include the lowercase d just so that anyone who comes along can get the right answer without reading too many replies?

If a post solves your issue, please mark it as a solution. It makes these forums better for everyone.

Aryanos's picture

I don't think you should be putting in the template page id in the url because if for some reason that page gets blown away the links won't work. On a side note does your variables change if you use the Send Email form using the email templates?

I like my beats fast and my bass down low

michael.george's picture

Caution would be wise, I suppose, but part of me also says that if that main IM view page gets blown away, I'll have other some bigger issues going on. As for the variable when using the send email, I'm not sure. That's a feature that we rarely use in our organization, actually. A quick click on it doesn't reveal that I have any options on the page, so I'd have to setup a template for the purpose of checking. However, as there is no variable for process view page within the template editor in the process automation section, I think I'd be in the same boat.

If a post solves your issue, please mark it as a solution. It makes these forums better for everyone.

Aryanos's picture

Sorry had the wrong link up there before but it should be something like this below so you don't have to put in the page id. I agree, they forgot to put this link in so anywhere you want to show it you'd have to manually build it. 

<a href="http://servername/ProcessManager/Reports/OpenProcess.aspx?ReportSessionID=${WorkflowTrackingId}">View Incident</a>

I was referring to when you create an email template and it's used in the Send Email form. It shows the variables in the email i.e. ${ProcessTitle} but when I send it out it doesn't replace the variables. Just curious if it's my installation. 

I like my beats fast and my bass down low

jpellet2's picture

Might be a typo? I had the same issue and realized that that variables are case-sensitive. I missed one letter and had the same problem.

Aryanos's picture

Can you please check if your  variables are being replaced when sending out an email using the Send Email form? My email templates work if they're triggered from an automation rule but when using the form it doesn't change. I'm selecting it from the list of variables and not manually typing them in so that can't be it. If you can try different email templates that would be great.

I like my beats fast and my bass down low

jpellet2's picture

You're right! I now see what you mean. The variables used in templates which are used in the Send Email component are not being replaced. That's a bit of a bummer. I don't know if that's by design or not. I think it is a problem that needs to be addressed in a quick roll-up though.

Aryanos's picture

Great, thanks for checking it for me as I wasn't sure if it was my installation or a bug in the application. It's definitely not by design as those variable should get replaced when the email is sent out.

I like my beats fast and my bass down low