Daniel Posted October 15, 2019 Share Posted October 15, 2019 Hi All, When the analyst resolves the request - Business Process sends to the customer an "update email" with the link to the request. After 5 working days the "resolved" request status is automatically being changed to "closed" status. When Customer wants to open the "closed" request using the link it is not allowing him to do that. Is there any way to change system behavior in this matter? Thanks Daniel Link to comment Share on other sites More sharing options...
James Ainsworth Posted October 16, 2019 Share Posted October 16, 2019 Hi Daniel, Do you have an example of the link that you are using? And are these contacts or users that you are sending the email to? Link to comment Share on other sites More sharing options...
Daniel Posted October 16, 2019 Author Share Posted October 16, 2019 These are Basic Users. The link: https://live.hornbill.com/nph/servicemanager/request/view/SR00000127/ (this is the link from the default "ResolutionNotification" email template). I think... it should be: https://live.hornbill.com/nph/servicemanager/selfservice2/request/SR00000127/ and I am going to test it. 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted October 17, 2019 Share Posted October 17, 2019 Yes, the first link looks like a link that would work for a Support person that have full rights to Service Manager. The second link looks right for what you are wanting. Let us know how it goes. James Link to comment Share on other sites More sharing options...
Daniel Posted October 17, 2019 Author Share Posted October 17, 2019 9 hours ago, James Ainsworth said: Yes, the first link looks like a link that would work for a Support person that have full rights to Service Manager. The second link looks right for what you are wanting. Let us know how it goes. James it seems to work. Thanks Link to comment Share on other sites More sharing options...
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