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You can construct a direct URL that allows users to view a ticket, configuration item, catalog item, KB article, or the Scratchpad. You can include parameters in the URL to show relevant user information. The URL opens according to the logged in user permissions. For example, an SSU can only open a ticket with the direct URL where the user has permission.

The direct URL feature is often used for integration with CTI or Computer Telephony Integration (CTI). In CTI, a phone system routes a caller to the desk phone of an agent. The desktop screen then displays the caller information or specific ticket detailssystems. For example, a CTI system would gather details about a user and then route the user to the correct agent. The CTI system could pass a URL to the agent's desktop to pop up the caller's information in the scratchpad or the ticket the are calling them all with the use of the direct URL feature..

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<application_url>/#ticket/ticket number

Example: https://sm1csm3.saas.caserviceaide.com/#ticket/100-2

If you are using single sign-on, format the encoded URL as displayed in the following example:

https://sm1csm3.saas.caserviceaide.com/NimsoftServiceDesk/servicedesk/sso/<domainname>serviceaide.com?redirectUrl=%2F%23ticket%2F100-2

Note: Replace the domain name (serviceaide.com) with your corresponding domain name.

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You can construct the direct URL to a catalog item in the following format:

<application_url>/#catalog/catalog item ID

Example: https://sm1csm3.saasserviceaide.ca.com /#catalog/200

If you are using single sign-on, format the encoded URL as displayed in the following example:

https://sm1csm3.saas.caserviceaide.com/NimsoftServiceDesk/servicedesk/sso/<domainname>serviceaide.com?redirectUrl=%2F%23catalog%2F200

Note: Replace the domain name (serviceaide.com) with your corresponding domain name.

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You can construct the direct URL to a configuration item in the following format:

<application_url>/#ci/configuration item ID

Example: https://sm1csm3.saasserviceaide.ca.com/#ci/1

If you are using single sign-on, format the encoded URL as displayed in the following example:

https://sm1csm3.saasserviceaide.ca.com/NimsoftServiceDesk/servicedesk/sso/<domainname>serviceaide.com?redirectUrl=%2F%23ci%2F1

Note: Replace the domain name with (serviceaide.com) with your corresponding domain name.

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You can construct the direct URL to a KB article in the following format:

<application_url>/#kb/KB article ID

Example: https://sm1csm3.saas.caserviceaide.com/#kb/1

If you are using single sign-on, format the encoded URL as displayed in the following example:

https://sm1csm3.saas.caserviceaide.com/NimsoftServiceDesk/servicedesk/sso/<domainname>serviceaide.com?redirectUrl=%2F%23kb%2F1

Note: Replace the domain name with (serviceaide.com) with your corresponding domain name.

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• Direct URL to scratchpad:

  Code Block
  <application_url>/#WORKSPACES-SERVICE-DESK-Scratchpad

  
  

• URL with Phone Number:

  Code Block
  <application_url>/?phone1=<phone_number>#WORKSPACES-SERVICE-DESK-Scratchpad

  
  

  Note: If multiple contacts have the same phone number, the scratchpad opens with the first contact information. The phone number should be added to the phone number of the Basic tab and not in the additional phone details of the Details tab in the user details workspace.

• URL with User Login information:

  Code Block
  <application_url>/?userLogin=<UserLogin>#WORKSPACES-SERVICE-DESK-Scratchpad

  
  

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