managing user and agent links

SVG-CHILE

I've been looking for a way to manage links (in a ticket, to other tickets) in a way that only 1 link is needed and it works for both end users and agents.

While in the system it is quite straight forward, we can create the link using only the variable part of it with the ticket ID (for example, ?id=123456) That way, once the message is published, the same link will work for both end user and agent.

Now, is there a way to accomplish the same with links that are sent in an email? (the email notification for the answer, for example)

Best regards, Ignacio

KevinTheJedi

SVG-CHILE

A link in an email that links to another ticket? You can hardcode the link in the email template but there is no way for the system to generate a link for a separate ticket.

Cheers.

SVG-CHILE

Thank you for your answer Kevin. I don't think I explain my question properly, so I'll try to elaborate with an example.

During the process of replying to a client, one agent might want to reference another ticket and manually add the link domain.com/tickets.php?id=123456 . That would take the client to said ticket. But then that ticket won't work for agents, so another link would need to be added domain.com/scp/tickets.php?id=123456

To avoid having to post 2 links (one for agents and one for clients) we have been using just the variable as a link. So the link is created pointing just to ?id=123456. That link woks for both the client side and agent side.

The problem with that, is that that link, in the context of the email that is sent to the client notifying him of the answer will not work (because is not a "full" link, it only works relative to the website)

that said, I guess the question would be, could the file that parses the content of the agents reply to send the email add omain.com/tickets.php before the ?id=123456 to the mail that is sent to the client and domain.com/scp/tickets.php to the mail that is sent to the agents?

thank you again!

KevinTheJedi

SVG-CHILE

You can use a variable to pull the helpdesk url: %{url}

Cheers.

SVG-CHILE

KevinTheJedi thank you. I will give that try

SVG-CHILE

I guess this also reflects my scenario.

https://forum.osticket.com/d/92185-recipientticketlink-internal-and-external-urls-are-different

I've manage to use %{url} to solve it on the email templates. But still can't figure out how to make it work when an agent is manually referencing another ticket (I can make it work in osticket, but not on the version of the answer that gets sent by mail).