Environment
Novell Service Desk
Situation
Need to update the Novell Service Desk customer email template, so it includes a link to click on from email to view an incident in the customer portal.
Resolution
Log in as Admin and navigate to: Setup > Setup tab > Email tab > Templates tab > (drop down selection) > Email Summary Templates > RequestSummary (RequestSummary is a link on the bottom left of the Templates Tab) :
Add to a new line directly *above* the following existing html tags. (Found at the bottom of the RequestSummary html.)
'</table></td></tr></table><br><br></div>'
Insert the following html section:
<tr><td valign='top' class='datalabel'><strong>Incident Link:</strong></td><td><a href='http://support.mycompany.com/Novell Service Desk/WebObjects/Novell Service Desk.woa/wa/LookupRequest?requestId={{Request Id}}'> Click Here </a></td></tr>
Be sure to change the example hostname above, support.mycompany.com, to the name of the machine hosting Novell Service Desk. (This is the only change needed.)
Click Save.
Now a link is available within all emails sent to customers to bring up the emailed-about request in the customer portal as long as the customer is already logged in upon clicking the link.
Add to a new line directly *above* the following existing html tags. (Found at the bottom of the RequestSummary html.)
'</table></td></tr></table><br><br></div>'
Insert the following html section:
<tr><td valign='top' class='datalabel'><strong>Incident Link:</strong></td><td><a href='http://support.mycompany.com/Novell Service Desk/WebObjects/Novell Service Desk.woa/wa/LookupRequest?requestId={{Request Id}}'> Click Here </a></td></tr>
Be sure to change the example hostname above, support.mycompany.com, to the name of the machine hosting Novell Service Desk. (This is the only change needed.)
Click Save.
Now a link is available within all emails sent to customers to bring up the emailed-about request in the customer portal as long as the customer is already logged in upon clicking the link.
Note: If not already logged in to Novell Service Desk in the default browser the link will bring up the login page instead.
Additional Information
Formerly known as 1000484