Service Desk 7.1 SP1 Satisfaction email
Hi All,
I've inherited a system of which I have no knowledge and to add to that, I don't really have any Altiris experience. I'm attending training shortly but in the meantime, I need to fix this issue.
We have migrated from 6.x and it looks as if the workflow/content has been copied from the previous server/version and when our incidents are resolved, the "Click here to review and close your incident" URL within the email sent to end users, points to the old Service Desk server.
So the URL is:
Instead of:
I've looked in SD.IncidentManagement under Customer Confirm Resolution > Have Customer Confirm Resolution and Survey Task under Event Configuration > Start Process but I don't see anything relating to the URL content that is sent within the email.
I would have thought it would be using a system wide variable like "Global Service Location URL" within Master Settings but it doesn't?
Comments
Change the Root URL
It sounds like you changed your WF/SD Server Name. Follow this article to update the root URL to point to the correct server name.
https://www-secure.symantec.com/connect/blogs/setting-root-url-and-respond-link
Thanks Jason, I've checked
Thanks Jason, I've checked and unfortunately the root URL is correct.
Any other suggestions? Perhaps somewhere within the workflow?
Event though it's controled
Event though it's controled by root URL its set at the time the task is created.
First check if this is the problem:
select
COUNT(*) from dbo.TaskResponse
where URL like 'http://serverOLD'
Then backup DB and fix with this:
update
dbo.TaskResponse
set URL = REPLACE(URL, 'http://serverOLD','http://serverNEW')
where URL like 'http://serverOLD%'
Would you like to reply?
Login or Register to post your comment.