CA Service Management

  • 1.  URL-link in e-mail for contact with multiple roles

    Posted Jun 06, 2016 11:36 AM

    Dear community members

     

    We have faced some problems with URL-links attached to outgoing e-mail notifications.


    Problem:

    We have great number of users, who have many different roles attached to their Access Type.

    For example a user could have access to Issues only using one role, and access to Request/Incident/Problem only using another role. Depending on the last used role (before logoff), the user may get an error, when activating a URL-link in an e-mail notification,


    Scenario:

    1. The user log in with a role that give him access to work with Issues, but NOT Requests

    2. The user logs off.

    3. The user opens an e-mail notification and activitates a URL.link that points to a Request.

    4. Because SDM keeps track of the last used role, the user will be logged in with the role that has only access to Issues resulting in a "Request not found" error.


    Any ideas on how get around this paradigm?



  • 2.  Re: URL-link in e-mail for contact with multiple roles

    Posted Jun 06, 2016 04:13 PM

    Hi Jan - unfortunately there really isnt a way to work around this as you cannot pass a specific role through in the URL.  I am not sure how to accomplish this as tickets are not tied to a role other then by indirectly allowing or not allowing access to tickets via different roles.  I think something like this would require quite a bit of code to accomplish, so I dont know that anything can be done about it. 

    Can anyone else out here in the communities share any ideas that you have if you have handled this type of thing previously?



  • 3.  Re: URL-link in e-mail for contact with multiple roles

    Posted Jun 07, 2016 04:44 AM

    Thanks Jon.

     

    I can see from one of the other replies that Gutis has already opened an idea. I will see if I can support that idea somehow.

     

    BR.
    Jan.



  • 4.  Re: URL-link in e-mail for contact with multiple roles

    Posted Jun 07, 2016 04:04 AM

    need to give it a try but out of my mind, a workaround can be to pass a additional argument in the url like +KEEP.z_role=10005  then create your own function that will call the set_role function and add it to the onload of your body tags

     

    not tested at all but something to investigate.

    Have a look in the welcome_banner.htmpl file for the set_role function.

    That say I will suggest to open an idea as this will make more sense for me that CA is adding this as a possible URL parameters like many others do.

    my quick 2 cents

    /J



  • 5.  Re: URL-link in e-mail for contact with multiple roles

    Posted Jun 07, 2016 04:52 AM

    Hi Jerome

     

    Thanks for the input. I definitely think that it can be accomplished following your approach.I will dig into it.

     

    Even though this is a customization, it might be worth investigating, as we don't know if Gutis idea will be handled by CA development.

     

    BR
    Jan



  • 6.  Re: URL-link in e-mail for contact with multiple roles
    Best Answer

    Posted Jun 07, 2016 04:12 AM

    Hi, it is not possible OOTB, i even have created idea Role parameter for web_url , but it seems that nobody cares.



  • 7.  Re: URL-link in e-mail for contact with multiple roles

    Posted Jun 07, 2016 04:46 AM

    Hi Gutis

     

    I have voted for your idea :-)

     

    BR
    Jan



  • 8.  Re: URL-link in e-mail for contact with multiple roles

    Posted Jul 18, 2017 11:29 AM

    Gutis,

     

    I have also up voted and commented on your idea.  This is a product defect.

     

    J.W.