Configure Support for a Direct URL

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 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 details.

Ticket

You can construct the direct URL to a ticket using the following format:

<application_url>/#ticket/ticket number

Example: https://sm1.saas.ca.com/#ticket/100-2

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

https://sm1.saas.ca.com/NimsoftServiceDesk/servicedesk/sso/<domainname>?redirectUrl=%2F%23ticket%2F100-2

Note: Replace the domain name with your corresponding domain name.

Catalog Item

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

Example: https://sm1.saas.ca.com /#catalog/200

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

https://sm1.saas.ca.com/NimsoftServiceDesk/servicedesk/sso/<domainname>?redirectUrl=%2F%23catalog%2F200

Note: Replace the domain name with your corresponding domain name.

Configuration Item

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

Example: https://sm1.saas.ca.com/#ci/1

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

https://sm1.saas.ca.com/NimsoftServiceDesk/servicedesk/sso/<domainname>?redirectUrl=%2F%23ci%2F1

Note: Replace the domain name with your corresponding domain name.

KB Article

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

Example: https://sm1.saas.ca.com/#kb/1

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

https://sm1.saas.ca.com/NimsoftServiceDesk/servicedesk/sso/<domainname>?redirectUrl=%2F%23kb%2F1

Note: Replace the domain name with your corresponding domain name.

Scratchpad

You can construct a direct URL to the Scratchpad using one of the following formats:

• Direct URL to scratchpad:

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

• URL with Phone Number:

  

  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:

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

• URL with external User ID:

  <application_url>/?externalUserId=<User_UUID>&#WORKSPACES-SERVICE-DESK-Scratchpad

• URL with mdrElementID:

  <application_url>/?mdrElementId=<id>#WORKSPACES-SERVICE-DESK-Scratchpad

When a user clicks the direct URL, the Scratchpad displays the selected caller details. The User Notes, User Statistics, Related Tickets, and Related CIs sections display information about the selected contact.

Considerations

• When the user is logged in to the application, the URL directs the user to the Scratchpad or ticket page.
• When the user is not logged in to the application, the user is prompted to log in. The user is directed to the Scratchpad or ticket page after login.
• When the URL contains no reference to ticket, the user is directed to the application home page.
• When the URL for Scratchpad contains incorrect parameters, blank Scratchpad is displayed.