How to construct a Service Desk URL to launch in context of the ref_num

Document ID : KB000011775
Last Modified Date : 14/02/2018
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Introduction:

Steps to update the URL for Service Desk notifications to be in context of ref_num.

Question:

By default the Service Desk URL in notifications is in the context of the internal id field:

 

https://<servername>/CAisd/pdmweb.exe?OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.id=400023

 

Is it possible to update the URL for Service Desk notifications to be in context of ref_num?

Environment:
All Service Desk versions running on Windows platform
Answer:

1. Create a custom derived attribute (web_url2) using a .mod file (e.g. z_weburl2.mod) and save it in '$NX_ROOT\site\mods\majic' folder 

The z_weburl.mod should be as follows:

OBJECT cr {
ATTRIBUTES Call_Req {
web_url2 DERIVED("${NX_WEB_LINK_URL#%s#cr}ref_num=" ref_num) ;
};
};

2. Recycle the services.


3. Then reference the new variable (web_url2) in the message template instead of the original (web_url).

 

Result:

The URL in notifications will be as follows:

https://<servername>/CAisd/pdmweb.exe?OP=SEARCH+FACTORY=cr+SKIPLIST=1+QBE.EQ.ref_num=13275341