missing document link

[alecrespi]

Hi,
I've installed and translated in Italian the HELPDESK database 1.5.1 but I miss the correct LINK ICON to the ticket problem inside the mail.
so people have to open manually the HELPDESK database and search for the ticket.
how can i fix this?

hoping I've been clear.
thank you
Alessandro

[Thomas Schulte]

check all the configuration documents that look like "mailif.....Link" a parameter set to NO here will mean that no link wil be sent. Also links will always be sent only to people who are in your domino adressbook.

[alecrespi]

where can I find these configuration documents?
do you mean the section "configuration" inside the databse?
 

[Thomas Schulte]

Yes that is what i mean the first part there is listed as "keywords" That is where a lot of the action of configuration happens.

[alecrespi]

OK!
I've found it.

I wrote YES instead of the previous value NO, but the result is the same...
 

[Thomas Schulte]

Are the users listed in the Domino Adress Book or in the Directory?
The system does not send any link out if the first user the system mail should be send to is not found in there.

[alecrespi]

Yes.
they are all listed in the Domino Address Book.
 

It keeps not working.
 

[Thomas Schulte]

So what mail do you mean?
The system is able to send mails on different events. As a default it is configured to send
no Mails to the user when a ticket is created via the dispatcher. Keywords for this are:
- MailIfNewDocDispatcher = NO
- MailIfNewDocDispatcherBodyFieldName =
- MailIfNewDocDispatcherLink = NO
- MailIfNewDocDispatcherSubjectFieldName =
Change the first and the second entry to YES to send Mails from the dispatcher to the users.

When a mail is generated manually the system uses the following keywords to decide whether a mail should be send and how. The default configuration is to send Mails but without links
- MailIfNewDoc = YES
- MailIfNewDocBodyFieldName =
- MailIfNewDocLink = NO
- MailIfNewDocSubjectFieldName =
So if you want to send a mail with a link when a ticket is created manually you should change the parameter for MailIfNewDocLink to "YES"

The same configuration is used for every single event.
When a ticket is accepted by the supporter:
- MailIfAccepted... (By the way if you set MailIfNewDocDispatcher to "NO" this should be set to "YES"
There is one additional parameter for that. MailIfAcceptedSetTicketFieldToNO which is explained furthermore in the description.
When a ticket is completed:
- MailIfCompleted...
Forwarded:
- MailIfForwarded...
Cancelled:
- MailIfDocumentCancelled
Resubmitted:
- MailIfReSubmitted...
Reopened:
- MailIfReopened...

For each event you can decide if a mail should be sent, what mailtemplate should be used and if it should contain a doclink.
To test if that works in general you should set every ...Link document to yes.

The same structure applies to the todos all events that relate to them are named "MailIfToDo..."

So to check that there is nothing wrong with the configuration could you please give us the values of all the "MailIf.......Link" documents?

[eknori]

@Alessandro:

Make sure that there is an YES ( all capital letters !!! ) in the configuration doc . Neither Yes nor YeS or what have ya.

[alecrespi]

OK,
ow it should be fixed.
thank you for your patience.

[eknori]

it should be fixed

should ? in the sense of ought to be fixed ?? Or did it really fixes the problem ? 

[alecrespi]

totally and completely fixed