Wrong portal link for catalog items sent in emails

[JJack]

Hi,

One of our customers has mentioned that a link to a catalog item I sent them in an email from a call does not work.
The catalog item address as displayed in the address bar of the employee portal has a double slash, and no service id.
This link works to reach the item when copied and entered directly in a browser; if I insert the service id, that will also work.

So far as I can see, this format occurs when the catalog item is beyond the normal display of the page, ie 'Load more' has to be pressed to see it.

The problem occurs if this link is then included in an email sent from a call (or indeed in an email sent outside Hornbill).

'View email' from a timeline entry allows the link in the email to be clicked and reaches the wanted page; the address reached looks something like:
…servicemanager//nnn/

Although if I copy and then use the link in the email as actually received, it will work and take me to …servicemanager//nnn/, a 'hover' shows it as servicemanager/nnn/
and when clicked that tries to get to servicemanager/nnn/ and then goes to Hornbill's 404 page.

Might this be something Hornbill can control?

I've only been able to check this in Edge.

This inability to reach the correct page does not occur for addresses copied from the address bar of the portal that include service ids.

 

[Steve Giller]

It's not clear what you're describing here, could you illustrate with screenshots (removing any PII, of course)