TICK:XXX links in comments section no longer link to another ticket (4288375)

The TICK link can be added to a ticket via email or directly from the service desk interface by following the below steps.

Using email to add the TICK link

NOTE: Outlook 2016 was used as the email client for these tests, please consult the email client provider being used for guidance on how to replicate the following instructions.

Sending email as Plain text:

1. On outlook, click on New Email
2. On the new email window, click on Format Text
3. From Format, select Plain text (If a warning pops up, click Continue)
4. Set the variable TICK:XXX on the email body as desired
5. When ready, Send email to the corresponding service desk email
6. TICK:XXX should be replaced on the comment with a link to the ticket designated

Sending HTML email with hyperlink to the ticket:

1. From your desired email client, set email to html
2. Set the variable TICK:XXX on the email body as desired
3. Highlight TICK:XXX
4. Right click and select Hyperlink…
5. On the pop up box, under Address: input the desired hyperlink to the ticket (this should be the link to the desired ticket on the service desk)
6. Click OK
7. The TICK:XXX should now be a hyperlink
8. When ready, Send email to the corresponding service desk email
9. View the comments and TICK:XXX should contain the hyperlink inserted

NOTE: you can obtain the hyperlink to the desired ticket, by going to the desired Service Desk queue and right clicking the ticket number (TICK:XXX) desired and select copy link address or, if formatting copy is available, highlight the TICK:XXX copy and then paste it on your html email.

Using the comment editor on the Service Desk to add the TICK link

To get the TICK link to show up when adding the comment on the comment editor, follow these steps:

1. Go to the desired Service Desk queue
2. Click on the desired ticket to modify
3. On the comment section, add TICK:XXX
4. Highlight TICK:XXX
5. On the toolbar, click on Insert Hyperlink   
6. On the pop up form, insert the hyperlink of the desired target ticket and then click insert
7. Once done inputting a comment, click on submit

NOTE: you can obtain the hyperlink to the desired ticket, by going to the desired Service Desk queue and right clicking the ticket number (TICK:XXX) desired and select copy link address or, if formatting copy is available, highlight the TICK:XXX copy and then paste it on the comment.