Highlighted
Acclaimed Contributor.
Acclaimed Contributor.
294 views

Sending URL to Known Error ticket in email in SM9.41

Hi,

We send URLs to tickets in emails and since the Known Error tickets have now moved out of their own file and into the rootcause file (9.40 or 9.41 change) the URLs to Known Error tickets no longer work.  With this change, when searching in the application there is an added layer of filtering before searching for Known Errors (you have to pick either Known Error or Problem) and this is not addressed in the build of our URLs in our emails.  Does anyone know how we can modify the URLs to deal with this change?

The URL in an existing email might end with something like this:

index.do?ctx=docEngine&file=knownerror&query=id=%22KE10001%22

Simply changing the file to rootcause doesn't work, so any other ideas would be appreciated.

Audrey

0 Likes
1 Reply
Highlighted
Acclaimed Contributor.
Acclaimed Contributor.

Re: Sending URL to Known Error ticket in email in SM9.41

Sounds like a bug to me...because in SM 9.41, there's an out-of-box template called "PM.KE Created" and the URL it generates won't work (I tested it). Apparently the switch between Problem and Known Error causes the issue. Time to open a support case?

---
Moving on, this account is no longer active. Best regards, Kelalek
- So Long, and Thanks for All the Fish
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.