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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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