ISSUE:
URL which is included in the notification e-mail which Service Desk Manger sends out show the Service Desk Manager server's name instead of the standard login url.
CAUSE:
Our Service Desk system name is "usd", so we use the URL http://usd:8080/CAisd/pdmweb.exe to access it, but the external users who receive these notifications cannot access this URL. They need to use http://usd.ourcompany.com:8080/CAisd/pdmweb.exe. How can I change this URL in the notification messages?
RESOLUTION:
Notifications use the value which is defined in the option called "web_cgi_url". To change this, log into Service Desk as an administrator, and select:
Administration
Options Manager
Notifications
Select the "web_cgi_url" option and edit it. Change it to the required URL and then recycle Service Desk. The revised URL will be sent out in the notifications.