Hi,

We are evaluating ServiceDesk Plus and now have a technical question.

We have enabled the mailserver settings and imported our AD users. Also some of the notificationrules are enabled.

Our problem

If a requestor e-mails the ServiceDesk directly, a notificationmail will be sent to him with a possibility to view/change the status of the logged ticket ($RequestLink).

If we in this mode try to use the URL ($RequestLink), we first get to the loginpage of the portal and we then type the requestors credentials and get a “warning” - Request does not fall under your permitted scope.So you are not authorized to update the same. Since we get this “warning” we won’t be able to see the newly logged ticket (that we emailed to our ServiceDesk) under All my requests. Is it possible to make the $RequestLink work from the notification/confirmationmail when we Mail the ticket directly to our ServiceDesk-portal? It seems to make no difference if we as technician/admin login and fill in all the needed fields in the ticket, it still won’t be available under All my requests (when logged in as the requestor).

If we on the other hand as requestor log in to the portal and set up a new request there, we will be able to use the $RequestLink from the notification/confirmationmail.

It seems to be a permissionsproblem when requesters emails their tickets directly; they won’t be able to check the status/update the ticket from within the portal (logged in as themselves). Technicians/admins always see the tickets, even if they were emailed to the SD.

Hope you understand my problem.

Is this a limitation or is it just a change of setting that needs to be done?

If you want to see it through some kind of remote viewer it’s possible.