What are the CA Service Desk Manager methods and process that convert the Activity Notification @web_url to the Actual HTML URL?

Document ID : KB000030988
Last Modified Date : 14/02/2018
Show Technical Document Details

Question:

What are the Service Desk Manager (CA SDM) methods and process that convert the Activity Notification @web_url to the Actual HTML URL? 

 

Answer:

In every email notification that is sent out from CA SDM, there are URLs that needs to be parsed. For example to view the Ticket details we specify @{call_req_id.web_url} in the Activity Notification. However when the end user receives the email, this @{call_req_id.web_url} parameter gets converted to a HTML URL.

The conversion of this web_url to actual HTML URL Links is done by the kt_daemon.exe process.

If you enable the bop_logging traces on the kt_daemon.exe process, we can see the below two methods that perform this conversion

method = dref_html_links 

reply method = dref_html_links_done