HI Ron, Just learning this myself. With the ITSM Notification Engine, an OTB notification when the Incident is assigned to a person, creates a record in the NTE:Notifier form and the engine send out the email. It appears that when you select the URL, it take you to the NTE:Notifier record and then workflow redirects you to the Incident, change, etc.
The ITSM Notification Engine Guide explains this better than I am doing here. Also OTB, 21 days after the notification is sent, the NTE:Notifier record is archive/deleted and the URL is no longer valid. Mark From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Peters, Ron Sent: Tuesday, February 26, 2013 12:49 PM To: [email protected] Subject: ticket direct URLs and login sessions ** Hello, We recently updated our notification templates to contain HTML direct links to incidents and changes. We disabled the default link at the beginning of all messages and created our own. An example of our INC URL is this: http://MID_TIER:8080/arsys/servlet/ViewFormServlet?form=HPD:Help+Desk&server=AR_SERVER&qual='Incident ID*%2B'%3D%22INC_NUMBER%22 This is the odd behavior and it happens in all browsers. · If a user is not logged into the mid-tier, the link requires authentication and then they're taken directly to the Incident. Normal and as expected. · If the user (not already logged into the mid-tier) uses the direct link, logs in, accesses the ticket AND THEN (without logging out) clicks on another direct link from a different email notification (or the same), they are taken directly to that ticket without any required authentication. Normal and as expected. · If the user had already been logged into the mid-tier, the direct link in the notification still requires authentication instead of taking them directly in. Odd o If the user declines the authentication (closes the browser tab/window) and goes back to their original, already logged in session, that session has now been logged out and they have to re-authenticate (Session is invalid or has timed out. Please reload page to log in again. (ARERR 9201)). Annoying Now, I've done some more testing. I re-enabled the 'Add URL' on the notification filter that has the form of: http://MID_TIER:8080/arsys//servlet/ViewFormServlet?form=NTE%3aNotifier&server=AR_SERVER&eid=NTS000000772848<http://MID_TIER:8080/arsys/servlet/ViewFormServlet?form=NTE%3aNotifier&server=AR_SERVER&eid=NTS000000772848> (<-- I don't know what the NTS number relates to) The new notifications (in Dev) have both URL types. With this being the case, I can't make it fail as before. I've also re-removed the 'Add URL' from the filter and it still won't fail in that environment though our production environment is still acting odd. This feels like something has gotten cached that works for the filter URL but not for my direct one. Anyone have any idea what's going on here? Thanks again, Ron _ARSlist: "Where the Answers Are" and have been for 20 years_ ________________________________ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
