Hi Peter, Few things :) In the system generated link: http://MID_TIER:8080/arsys/servlet/ViewFormServlet?form=NTE%3aNotifier&server=AR_SERVER&eid=NTS000000772848
the NTS000000772848 stand for entry id in default request id or in the case of NTE:Notifier the Notification ID field id 1 (NTS just a prefix in the field), so &eid= stands for bring record number(entry id) NTS000000772848 On the HPD:Help Desk form the Incident ID is not Entry ID which has field ID 1, so you can't use &eid= and have to use &qual= qualification instead with encoded qualification string where you refer the field by name or by db id. You got it almost right, but looks like you have ' and a space that should be encoded in your link. Try this http://MID_TIER:8080/arsys/servlet/ViewFormServlet?form=HPD:Help+Desk&server=AR_SERVER&qual=%27Incident%20ID*%2B%27%3D%22INC_NUMBER%22 Or this by field ID: http://MID_TIER:8080/arsys/servlet/ViewFormServlet?form=HPD:Help+Desk&server=AR_SERVER&qual=%271000000161%27%3D%22INC_NUMBER%22 Also, check that MID_TIER server name is the same in the link and in the path when your user logged in. Could be host name in one and FQDN in the other. By the way the encoder is at http://<MID_TIER>:8080/arsys/shared/ar_url_encoder.jsp Hope this helps Nik ________________________________ From: "Peters, Ron" <[email protected]> To: [email protected] Sent: Tuesday, February 26, 2013 10:48 AM 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 (ß 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_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
