Idea ID 2788865
The Request URL is a link that is identified by the Request Number and links you directly to the request within Service Desk. Unfortunately this is only available on pages like CreateIncident, CreateRequest, CreateTechIncident, CreateTechRequest, and some others. It's not on the templates involving Escalate. If you look at the template for Escalations you see an alternative called Request Id. This unfortunately is only a display variable meaning it isn't a link to the Request within Service Desk. The Request URL option makes is easy for Customers as well as Technicians to easily click on the link within a received email to jump directly to the Request within Service Desk. This option should be available on almost every if not every Template in the system.
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