Skip to main content

Has anyone else encountered an issue with the links breaking in the SmartMail notifications for Outlook users. For example, if we wanted to respond to a user and send them a link to a Knowledge Article, we would paste a link in the Action Description, which then sends the notification to the user. In the details of the notification, the link is broken in Outlook due to the “#”. 

Here is the link:

https://<address>/assystweb/application.do#knowledge%2FDisplayKnowledge.do?dispatch=displayKnowledge&eventId=&id=484

When the user get’s the notification, here is what they see. The link is useless as this ends up taking the user directly to the portal, but not the specific location we wanted (KB article, service offering, etc.)

 

 

I’m not sure if this fixes your problem, but it seems as though you are using an Action Template. If that is the case, then you could create a new Substitution Keyword and format it using HTML. This would be a workaround to showing the link itself. For example, the Substitution Keyword could look like this:

 

<a href=”<your url>”>Link</a>

 

Then all you have to do is insert that Substitution Keyword into your template in place of the link you have there at the moment.

 

Alternatively, if you are not using an Action Template, you could simply create a Link using the Action’s Description formatting tools.

Thanks for the advice, but we’ve tried using both Action templates and just entering the info directly in the action desc, no difference. Also tried sending both the direct link (https://<address>/assystweb/application.do#knowledge%2FDisplayKnowledge.do?dispatch=displayKnowledge&eventId=&id=484) and an HTML style link <a href=”<your url>”>Link</a> and neither seem to make a difference. 

Turns out this is a know Problem/Bug (P13340 ), with a workaround that worked for us.


The following workaround have been identified that may help mitigate the impact of this defect:

Suggested workaround:

 

This can be worked around by editing the smartmail template being used to use:

 

<%= html_break(EVENT_DESC:gsub("#", "___temporaryhashreplacement___")):gsub("___temporaryhashreplacement___", "#") %>


 

Reply


Terms & ConditionsCookie settings