SAP Knowledge Base Article - Public

2505442 - Hyperlink for Ticket in Email Does Not Work

Symptom

You have created a Workflow Rule that sends an email notification with a ticket hyperlink. However, when you click on the link, an incomplete page pulls up instead of the ticket.

Reproducing the Issue

  1. You receive an email from C4C on your inbox;
  2. Open the email;
  3. Click on URL link sent on email;
  4. An incomplete page instead of the ticket ABC (ABC represents the ID of the ticket).

Cause

The URL mantained on the HTML template is not correct.

Resolution

  1. Create a HTML template that uses the following hyperlink: https://myXXXXXX.crm.ondemand.com/sap/public/ap/ui/repository/SAP_UI/HTML5/client.html?bo_ns=http://sap.com/thingTypes&bo=COD_GENERIC&node=Root&operation=OnExtInspect&param.InternalID=ABC&param.Type=COD_SRQ_AGENT_TT&sapbyd-agent=TAB&OBNRedirect=X (XXXXXX represents the tenant);
  2. Save the template with incoding UTF-8;
  3. Log in C4C;
  4. Go to Administrator work center;
  5. Go to Workflow Rules view;
  6. Select the workflow rule DEF (DEF represents the ID of the workflow rule);
  7. Press Edit;
  8. Go to step Actions;
  9. Upload the HTML template in the template field;
  10. Save changes.

Keywords

KBA , LOD-CRM-EMP , Employee , How To

Product

SAP BUSINESS BYDESIGN 1708 ; SAP Business ByDesign 1711 ; SAP HYBRIS C4C ADDINS 1705