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Kbox Functionality for Ticket history/HTML


Good Afternoon, we use Kbox for many things including our ticketing system but I have a couple of questions I am hoping to get help with. 

1.  In Kbox,  our users have never been able to click on the link at the bottom of a Kbox ticket and see (presumably) the whole ticket history.  (Not sure if anyone in any organizations is able to do this.)

So when I click on one of those links, e.g., http://kbox.jud.state.ma.us/userui/ticket?ID=OU812, I get taken to http://kbox.jud.state.ma.us/userui/welcome.php and asked to log in and our end users do not log into Kbox.  Any thoughts or is there a setting I change to allow users to see the ticket history? 


2.  Text-only emails in Kbox.  I've always assumed, without really knowing, that there was a switch somewhere in Kbox to enable HTML emails.  Is there?  I imagine some organizations and people have historically shied away from HTML due to concerns about security or storage space. The ability with HTML-enabled emails to include screenshots would be a big benefit when discussing technical issues. Does anyone know how to turn this feature on?


Thank You, Jay O'Brien



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Answers (1)

Posted by: Hobbsy 1 month ago
Red Belt
0

I'm not entirely sure what you are asking, in particular as to where you are seeing the link that you mention, but clearly the only place where a user is going to vbe able to see any ticket detail is going to be in the end user console and that is exactly what the link you mention does

 http://kbox.jud.state.ma.us/userui/ticket?ID=OU812

Means take me to the enduser console and show me ticket ID OU812, hence it presents the user with the logon.

With HTML and ServiceDesk emails, there is no "On or off" option, all you can do is configure your email templates to use HTML Markdown when you setup the templates. If you want to include screenshots that option does appear on the standard ticket, just below the comment section.

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