CA Service Management

Hi all,

Currently, when I click on the web URL in the email notification, it will open a new window of the web browser and ask for login (even I already login on another window). After login on the new window, it will show 'request/incident/problem not found'.

Does anyone has the possible cause of this issue?

Thanks.

Conan

Hi Conan,

Yeah opening an external SDM link always opens a new session (please vote up my idea to fix this -> SDM Links From Email Notifications Open In Existing Session ).

What type of email notification is this? Is it occurring for all types, ie manual notifications, ticket closure etc

Cheers

Stuart

Hi Stuart,

Yes, it is occurring for all email notification, since it uses the same web url.

Best regards,

Conan

Hi Conan,

Does this occur for the out of the box email notification template?

Thanks,

Naveen

Hi Naveen,

Yes, it is the default out of the box email notification template.

Conan

Does the URL in the link show a different hostname (e.g. Test vs Prod?), or perhaps it includes the Tomcat port whereas you normally log on without specifying a port (i.e. through IIS)? Check the setting of WEB_CGI_URL?

Regards,

James

Hi Conan - We're you able to make any progress on this issue? Thanks, Chris