Welcome Serena Central users! CLICK HERE
The migration of the Serena Central community is currently underway. Be sure to read THIS MESSAGE to get your new login set up to access your account.
Highlighted
Honored Contributor.. fcbcd Honored Contributor..
Honored Contributor..
221 views

Interaction URL in HTMLTemplates

I am on Service Manager version 9.52

We have been using HTMLTempaltes for the Incident Module with no issues and the link to the IM ticket works for users.

We want to start using some emails in the Interaction Module and the OOB html templates do not work for the record URL.  

For Incidents (which works), on the expression tab is this:

var file_name = system.functions.filename($RECORD);
var record_name = system.functions.scmsg(file_name,"tablename");
var record_title = record_name+" "+$RECORD.number;
var record_query = "number=\""+$RECORD.number+"\"";
var web_url = lib.urlCreator.getURLFromQuery(file_name,record_query,record_title);

For Interactions (clicking on the record URL in the email does nothing):The expression tab shows this:

var file_name = system.functions.filename($RECORD);
var record_name = system.functions.scmsg(file_name,"tablename");
var record_title = record_name+" "+$RECORD.incident_id;
var record_query = "incident.id=\""+$RECORD.incident_id+"\"";
//var web_url = lib.urlCreator.getURLFromQuery(file_name,record_query,record_title);
var web_url = lib.urlCreator.getRecordURL(file_name,record_query,record_title,$RECORD.incident_id);
var http_url = lib.urlCreator.getRelativeURL();

I tried uncommenting out the commented line and commenting out the bottom 2 lines to make it match the Incident tab and that breaks the email - nothing shows on PReview tab. For both interactions and incidents, on the HTML Source tab, both the incident.id {$RECORD.incident_id} and the number {$RECORD.number} values are link the same way: - see attachment

Any ideas?

 

 

 

0 Likes
1 Reply
Super Contributor.. bogart Super Contributor..
Super Contributor..

Re: Interaction URL in HTMLTemplates

Hi fcbcd,

the last line (var http_url) is needed by the logo (if you use the standard layout).

The Functions getURLFromQuery and getRecordURL do almost the same.

Maybe you should check the link result and post the content of the href Attribute of the link to the ticket  in the HTML mail. That would help...

Bo

 

0 Likes
The opinions expressed above are the personal opinions of the authors, not of Micro Focus. By using this site, you accept the Terms of Use and Rules of Participation. Certain versions of content ("Material") accessible here may contain branding from Hewlett-Packard Company (now HP Inc.) and Hewlett Packard Enterprise Company. As of September 1, 2017, the Material is now offered by Micro Focus, a separately owned and operated company. Any reference to the HP and Hewlett Packard Enterprise/HPE marks is historical in nature, and the HP and Hewlett Packard Enterprise/HPE marks are the property of their respective owners.