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Service Manager email notifications has incorrect link


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I have received a couple of reports from analysts regarding the links within email notifications from Service Manager (please see attached).  It would appear the link is not directed towards our instance


should be


The first link takes you to a page to authenticate with Hornbill’s Federation Server and not our own, therefore people may be typing IPO credentials into Hornbill’s server (not ideal and obviously a security concern).

 Would it be possible to have this amended, as analysts are currently unable to open calls from the hyperlinks?

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Hi @Ann-MarieJones

The content of the notification emails are all stored in templates which you can edit as you require.

If you take a look at the section titled "Email Notification Templates" on this page https://wiki.hornbill.com/index.php/Service_Manager_Notification_Settings you will see a list of the template names for the various types of notifications.

From within the admin portal, if you navigate to Home > System > Email > Tempates you will see the templates listed and you can update the link and any content as needed.

Hope that helps,

Kind Regards,


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