Service Desk Email Notification with link

[Former Member]

Hi everyone,

I have just implemented the service desk in Solman 4.0 SR1 and I already hate it

Email notifications are already working on status change of the messages, but is there a way to include a link (Webgui and ITS already configured) to that support message?

Regards,

Thomas

[Former Member · Accepted solution]

hey Thomas,

Check out this note :

Note 733511 - ST 3: Sending e-mail with a link to a message

Reward points to usefull answer.

[Former Member · Accepted solution]

Hi Suzanne,

i have tried that, but this will generate a link something like:

https://server:port/scripts/wgate/webgui/.

As I am using the integrated ITS of the Solution Manager itself, that's not a valid link. I need to generate a link like this:

https://server:port/sap(bD1kZSZjPTEwMA==)/bc/bsp/sap/dswp_bsp/dsmop.html?ISBSP=X&CMD=NOMI&NCMD=CRMVW...

Any other ideas?

Thomas

[Former Member · Accepted solution]

This is how I got ours to work. Add a text block to the email smartform. For the link to the ticket, you need to add the URL as follows:

http://hostname:port/sap/bc/bsp/sap/dswp_bsp/dsmop.html?ISBSP=X&CMD=NOMI&NCMD=CRMVW&ID=&orderadm_h-g...;

The trick is to enter the parameter for the ticket number - you need to insert the "&orderadm_h-guid&" as part of the URL using the field button (the + sign).

We also have another link to see all tickets.

http://host:port/sap/bc/bsp/sap/dswp_bsp?CMD=NOMI&VANOSV=X&sap-client=100

Hope that solves your problem.

Jung

[Former Member · Accepted solution]

Hello Jung,

first of all, thanx a lot for your helpful answer. But I still got this problem:

The URL is too long to fit into one line in the pdf document or in outlook

when i change it in SCOT. The first line of the url is ok but the rest is not recognized and will be displayed as plain text. I tried using the link as plain text in the smartform and also formated as a hyperlink...no luck so far.

Do I miss something here?

Thomas

[Former Member · Accepted solution]

We didn't do the url in the email message header but rather the body text of the email. So I created a new window and created a new text block. In the body of the text, you can type whatever you want. Something like, "you have a new message, click here to open the ticket in browser" then you can type the url - this is all just plain text. When you get to the end of the url where you have to enter the parameter, click the 'insert field' button, then type &orderadm_h-guid&. Then back on the text, highlight the entire URL including the parameter and click the 'insert URL' button. Good luck.

[Former Member · Accepted solution]

Actually that was exactly what i did b4 I did a /$SYNC and recreated the text block, works like a charm now

Thanx again, one problem solved, just a million to go

Thomas

[Former Member · Accepted solution]

Hi Jung,

I did the same way you mentioned by inserting the URL but when i click the URL it takes me to the solution manager system and it shows the ticket in the DISPLAY mode, is that the only way we can have make the reporter see his updated ticket, the reason i am asking is it is showing the entire tickets with all columns, is there any way to show only the status column ?

Thanks,

Murali.

[Former Member · Accepted solution]

could you please help,

i did as you mentioned but when i'm activating the SmartForm it gives errors related to the fields in the url

like CMD=NOMI is not defined and NCMD=CRMVW also is not defined.

So please help

regards,

Sherif