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It seems like some customers get the links included in the new ticket email, and some do not.
Some emails just show; Hello, A new Service Ticket has been created for your account. Your Service Ticket number: 0500-2377 Ticket created:05/14/2013 11:28 PM Issue / problem: POP UP BOX ON SUE DESKTOP View Edit Thank You. Isnt it being "on" a global settings? |
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Well, that is exactly what the system does - assuming the system is configured to include Web links in email alerts, when then alert is sent the system first checks to see whether or not the customer has Web user defined under their account, if it finds Web users it includes the links otherwise it does not.
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It doesn't send the links, but it still sends the text from the template?
Is there a way to make the template text only show up when there are links? I think links with no descriptions are ineffective, but when we add a description, users get emails that say click here but with no links. |
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Links, and their labels, are shown when the customer has Web users defined and when you enabled this feature under Tools > Options > Web Interface tab (scroll down the tab until you see the 'Web Links in Emails' box where you should enable it).
Also, if you use customized templates then you might have removed the tokens that place the label ('View'/'Edit') and the corresponding link. Please verify that your template includes the following four tokens. <CMTLBLDATA_FLDGENRangerMSPWEBINTERFACESHOWRECOR D> <CMTLBLDATA_FLDGENRangerMSPWEBINTERFACESHOWURLLN K> <CMTLBLDATA_FLDGENRangerMSPWEBINTERFACEEDITRECOR D> <CMTLBLDATA_FLDGENRangerMSPWEBINTERFACEEDITURLLN K> |