Email template - link wrong

[David Longley]

Hello, can someone help me and tell what i am doing wrong, the below is a section of my resolution email template but when users click on the link there get a 404 - page cant be displayed error.

 

Please review the ticket via the Hornbill portal:

https://live.hornbill.com/<instance_name>/servicemanager/request/view/{{.H_pk_reference}}

[James Ainsworth]

Hi @David Longley

Thanks for your post. 

Is this email being sent to the customer of the request or to one of the other service desk staff?

There are different entry points which will determine the URL to be used.  If you are using the Service portal for the customer to access the request, the start of the URL needs to begin with https://service.hornbill.com/limoss... 

4 hours ago, David Longley said:

https://live.hornbill.com/limoss/servicemanager/request/view/{{.H_pk_reference}}

This URL would only work (provided tha the H_pk_reference variable is resolved to the correct reference ID) for Service Desk staff that have access to the Service Manager app.

I hope that helps.

Regards,

James

[David Longley]

thanks @James Ainsworth, this email is for the customer so that he/she can access the ticket and close it down.

Are you saying that the URL should be:

https://service.hornbill.com/<instance_name>/servicemanager/request/view/{{.H_pk_reference}}

 

 

[James Ainsworth]

Hi @David Longley

Yes, if the customer is either a Basic User or normal User in Hornbill and you are using the Service portal for these customers, that would be the URL to use in the email template.

Regards,

James

[David Longley]

thanks