I am currently facing an issue with the hyperlink functionality in my iTop setup. Here's a brief overview of my requirement and the problem I'm encountering:
Requirement:
We have a notification system in place that sends an email to users if they are mentioned in a public log. The email contains a URL that, when clicked, redirects the user to a specific ticket in iTop.
Current Implementation:
For generating the URL, I am using the following code in the email body.
You have been mentioned by $current_contact->friendlyname$ in "$this->hyperlink(portal)$".
This works perfectly for Portal Users, allowing them to access the ticket directly.
Problem:
When a Back Office User clicks on the URL in the email, they encounter an error. It seems that the hyperlink generated is not compatible with the back office user role.
Note: Using this code "$this->hyperlink()$", Back Office Users are able to access the ticket without any issues. However, Portal Users then encounter the same error.
Request for Help:
Is there a way to generate a hyperlink that works for both Portal Users and Back Office Users?
Alternatively, is there a different method or function I should be using to ensure the URL works universally for all user roles?
Any insights or suggestions would be greatly appreciated. Thank you for your assistance!
There is no "universal" link available in iTop yet. You have to use the placeholder that works for the recipients, either by creating 2 different notifications, or by providing both links in your unique email.
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Thank you for your prompt response and the suggestion to create separate notifications or provide both links in a single email. I appreciate the guidance.
However, I am facing a challenge with this approach. Specifically, I am unable to determine the role of the person being mentioned when setting up triggers. Here are the details:
Role Identification Challenge
When setting up a trigger for mentions in the back office (standard portal), I do not have visibility into the role of the recipient being mentioned.
Similarly, when setting up a trigger for mentions via the portal, I also lack information about the role of the recipient.
** Implications**
Without knowing the recipient's role, I cannot ensure that the correct hyperlink is generated for them.
This makes it difficult to create effective notifications that work universally for both Portal Users and Back Office Users.
Given these challenges, could you please advise on any alternative solutions or best practices that might help address this issue?
Also Additionally, could you provide guidance on how to effectively use placeholders in this context? Any examples or documentation on dynamically generating URLs using placeholders for different user roles would be extremely helpful.
Thank you once again for your assistance. I look forward to your further insights on this matter.
Last edit: Chaitanya 2024-07-15
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
Hello Team,
I am currently facing an issue with the hyperlink functionality in my iTop setup. Here's a brief overview of my requirement and the problem I'm encountering:
Requirement:
We have a notification system in place that sends an email to users if they are mentioned in a public log. The email contains a URL that, when clicked, redirects the user to a specific ticket in iTop.
Current Implementation:
For generating the URL, I am using the following code in the email body.
You have been mentioned by $current_contact->friendlyname$ in "$this->hyperlink(portal)$".
This works perfectly for Portal Users, allowing them to access the ticket directly.
Problem:
When a Back Office User clicks on the URL in the email, they encounter an error. It seems that the hyperlink generated is not compatible with the back office user role.
Note: Using this code "$this->hyperlink()$", Back Office Users are able to access the ticket without any issues. However, Portal Users then encounter the same error.
Request for Help:
Is there a way to generate a hyperlink that works for both Portal Users and Back Office Users?
Alternatively, is there a different method or function I should be using to ensure the URL works universally for all user roles?
Any insights or suggestions would be greatly appreciated. Thank you for your assistance!
Last edit: Chaitanya 2024-07-15
There is no "universal" link available in iTop yet. You have to use the placeholder that works for the recipients, either by creating 2 different notifications, or by providing both links in your unique email.
Hello Vincent,
Thank you for your prompt response and the suggestion to create separate notifications or provide both links in a single email. I appreciate the guidance.
However, I am facing a challenge with this approach. Specifically, I am unable to determine the role of the person being mentioned when setting up triggers. Here are the details:
Role Identification Challenge
When setting up a trigger for mentions in the back office (standard portal), I do not have visibility into the role of the recipient being mentioned.
Similarly, when setting up a trigger for mentions via the portal, I also lack information about the role of the recipient.
** Implications**
Without knowing the recipient's role, I cannot ensure that the correct hyperlink is generated for them.
This makes it difficult to create effective notifications that work universally for both Portal Users and Back Office Users.
Given these challenges, could you please advise on any alternative solutions or best practices that might help address this issue?
Also Additionally, could you provide guidance on how to effectively use placeholders in this context? Any examples or documentation on dynamically generating URLs using placeholders for different user roles would be extremely helpful.
Thank you once again for your assistance. I look forward to your further insights on this matter.
Last edit: Chaitanya 2024-07-15
Hi,
Here is the way to check when looking for recipients, if they have access only to the portal or also to the console:
https://www.itophub.io/wiki/page?id=latest:oql:oql_examples#oql_user_dependent
Hi Vincent,
Thanks for the clarification. Will check and get back to you if anything is required..!